S'more about the team

We are looking for an enthusiastic and highly motivated problem solver who is passionate about delivering exceptional customer service. This role is an integral part of our rapidly growing and fast-paced Customer Experience team, as part of the HelloFresh Product Group in Canada.  This position will support customer support on social media channels, including but not exclusive to Instagram, Facebook and X, as well as provide feedback to our Marketing and Brand teams. This role will also collaborate with our agents who are critical to our business, and their feedback to management is critical to our improvement as a company. Customer Care is the voice of HelloFresh to our customers both online and offline.

Please note this is not a Customer Care Agent position. This role requires you to have a strong understanding of our business and operations, engage with multiple stakeholders, and use your analytical skills to drive improvement to our processes.

Lettuce share what this role will be responsible for

• Liaise with our customer care agents and work to find resolutions for our customers quickly and efficiently
• Go above and beyond to deliver exceptional customer service through specialist tasks such as logistics, payments and social media
• Think swiftly to come up with creative solutions to any and all problems that arise
• Constantly come up with ways to improve our relationship with our customers 
• Be proactive with identifying and solving problems - understanding the role that customer care plays in our growth as a business
• Build a positive relationship with our operations team to ensure our customers are receiving the best product and service possible
• Share feedback & insights with the broader organization, the department and more where applicable
• All other duties, as assigned 

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

• 1-2 years experience in a customer service related position (e.g., call centre, restaurant, retail, etc.)
• Bachelor's degree in English, Communications, or equivalent
• Being fluent in Quebecois French is considered an asset
• Stellar written and verbal communication skills 
• Beginner Excel skills are considered an asset
• Tech savvy and embraces technology to improve efficiency 
• A born problem solver who is hungry to learn a business from each angle
• A natural team player with a contagiously happy attitude
• Able to work well under pressure and enjoys the dynamism of a startup environment (fast-paced office, shifting priorities, an "all hands on deck" approach)
• Able to work varied shifts times between 8 am-9 pm 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, and unlimited access to the Headspace app to meet your self-care needs.
• 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
• WFH Allowance - A one time fund to help you set up or improve your home office 
• 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 HQ Wellness Wednesdays, you’ll have plenty of opportunity to experience the fun!
• Diversity & Inclusion Initiatives - With impactful ERG’s like HelloChange and Women Empowerment, 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.

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.