Location: New York,NY, USA
**Assistant Manager, Customer Service**
at Wonder New York, NY Wonder is a fast-growing food-tech startup thats raising the bar on the role food plays in peoples lives. Were creating an on-demand dining experience where customers can receive high-quality meals perfectly prepared and served to their doorsteps within minutes. We partner with the best restaurants and chefs across a diverse range of cuisines to offer access to the worlds most delicious foodanytime, anywhere. Meals are prepared in Wonder kitchens and finished by onboard chefs deployed in our customized mobile kitchens. If you join our team, youll work in a supportive and collaborative environment where our culture and our valuesMastery, Compassion, and Courageare taken as seriously as delivering an incredible experience for our customers. Wonder is led by a team of experienced entrepreneurs including some of the most accomplished leaders and operators in the technology, culinary, and logistics industries. Backed by top-tier venture capitalists, were moving quickly to pioneer the future of food.
About the role
As an Assistant Manager, Customer Experience at Wonder, you will be responsible for leading a fully-remote team that delivers exceptional customer service and hospitality experiences. Your primary focus will be motivating and managing 8-10 Customer Support Agents and Leads, providing coaching and mentorship to deliver an 11-star experience. You will also be an expert on our internal systems, processes, and technology and actively assist agents to ensure timely resolution and consistency for customers. You should be comfortable working with leadership to escalate and resolve issues.
To succeed you will need strong leadership skills and a passion for motivating others to reach team and individual goals. This role will report to our Sr. Manager, Customer Experience and will serve at the heart of our customer-focused operation, overseeing the performance of their team to deliver high quality standards and to ensure that KPIs are always met and exceeded.
* Lead a team of fully remote Customer Support Agents & Leads with a variety of experience, providing guidance, coaching, and consistent feedback
* Maintain a high performance on your team by conducting QA of their tickets and holding regular 1:1s
* Establish a customer-first culture and be a point of escalation for customer issues while ensuring company policies are being met
* Assist customer support leadership with internal and cross-functional projects as needed
* Own creation and publishing of team-wide shift scheduling
The experience you have
* 3+ years of experience delivering best-in-class customer service
* Strong management skills with 1-2 years of experience directly managing frontline team members
* Well versed on customer service tools and reporting; experience with Zendesk a plus
* Data-driven with the ability to use reports to monitor team and inform coaching opportunities, experience with Looker or other BI tools a plus
* Ability to take direction but also work resourcefully and autonomously, holding yourself accountable to priorities and goals
* Comfortable with ambiguity and ability to adapt quickly to new environments
* You have an appropriate remote work set-up - such as quiet space, and stable internet connection
**Job Type:** Full-time
**Location:** Remote (Must have permanent residence in NY, NJ or PA)
Benefits
We offer a competitive salary package including equity and 401K with matching. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.
A final note
At Wonder, we believe that in order to build the best team, we must hire using an objective lens. We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability, please let your recruiter know how we can make your interview process work best for you.
**We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy.**
**Voluntary Self-Identification Questionnaire** We're striving to build a diverse workforce and create an environment that's more enriching, more rewarding, and more innovative, where everyone feels safe to express their opinions, share their viewpoints and ideas, and be their best selves at work. Additionally, the Equal Employment Opportunity Commission (EEOC) requires that we collect certain demographic information about applicants.
We encourage to you to participate in the following survey so we can learn more about the people who want to work with us and track our efforts to hire with a focus on diversity, equity, and inclusion. We must have a variety of perspectives, backgrounds, and experiences at the table in order to make more informed decisions and find elegant solutions for our customers.
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