S'more about the team

As a Customer Care Coordinator at HelloFresh, you will be the frontline ambassador for our brand, responsible for managing and resolving customer escalations with empathy and efficiency. Your role is pivotal in our goal to always deliver customer service excellence, particularly through handling complex customer concerns through consumer review forums such as: Trustpilot, the Better Business Bureau (BBB), and other social media platforms (Instagram, Facebook).

Lettuce share what this role will be responsible for

• Customer Communication: Serve as the primary point of contact for resolving escalations and addressing concerns via social media messages (DMs), customer ticket software(s) like MobileNXT and through email. Your goal is to ensure every customer interaction reflects our commitment to outstanding and convenient service.
• Review Management: Monitor and respond to customer reviews on Trustpilot and the BBB, crafting thoughtful and professional replies that address both positive and negative feedback, demonstrating our dedication to continuous improvement.
• Feedback Loop: Identify recurring issues and communicate these insights to leadership. Your ability to raise bugs, operational problems, and product concerns will be crucial in driving improvements and enhancing the overall customer experience.
• Self-Starter: Demonstrate initiative and independence in managing your responsibilities. Your proactive approach and problem-solving skills will help you thrive in a dynamic environment where quick thinking and adaptability are essential.
• Customer-Centric Attitude: Bring enthusiasm and a genuine passion for delivering exceptional customer experiences. Your ability to empathize with customers and handle difficult conversations with professionalism will be key to your success in this role. We are looking for customer service professionals who are looking for a place where they can thrive & give a WOW experience.
• All other duties, as assigned 

Sound a-peeling? Here's what we're looking for

• Experience in a customer-facing position (e.g., call center, restaurants, retail, etc.) and passionate about customer experience 
• Stellar written and verbal communication skills
• A born problem solver and natural team player
• Able to work well under pressure, detail-oriented and enjoys the dynamism of a startup environment (fast-paced office, shifting priorities, an "all hands on deck" approach)
• Fluently bilingual in Quebecois French and English – oral/written/comprehension -- is a strong asset (including professional translation experience)
• Available to work varied shift times between 8am-8pm EST and rotational weekend shifts

Let’s cut to the cheese, this is why you'll love it here

• Box Discount - Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
• Health & Wellness -Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
• Vacation & PTO -Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance. 
• Family Benefits - A parental leave top-up program for expectant parents.
• Growth & Development - We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
• Work Hard & Have Fun - From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives - With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.
• Food Puns - this one is kind of a big dill if you haven’t already noticed. We even have some punny meeting room names!

Flexible Hybrid Approach

At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience. 

To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 2 days in office per week, with most teams in office between 2-3 days a week.

#LI-HYBRID

Working Conditions

It’s no surprise that as a food company, we use many ingredients that may be considered common allergens (i.e. peanuts, tree nuts, milk, etc.). Whether this role is based out of our headquarters or one of our distribution centers, it is possible that you may be exposed to such allergens in this role. If you have any concerns with being exposed to any particular food ingredients, including meat, please disclose this during the hiring process.