Location: New York,NY, USA
**Customer Support Lead**
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 theirdoorsteps 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
We are looking for an experienced Customer Support Lead to aid in building and maintaining exceptional relationships with our agents and customers. This role is responsible for working with Customer Support management towards the output of quality service, team rapport, and bridging the communication gap between Customer Support and other departments . The perfect candidate will have a passion for great service, a focus on continuous improvement, and excellent communication skills.
This is a f ull-time, remote position and requires evening and weekend availability.
Responsibilities
* Ensure exceptional service for our customers by all agents
* Identify opportunities to innovate for continuous improvement and increased efficiency
* Serve as a liaison for the customer experience team to ensure effective cross-department communication
* P rov ide guidance and in-the-moment coaching to agents as necessary
* Act as the main point of escalation during a shift
The experience you have
* Youre an innovative thinker, never satisfied with the status quo and always looking for ways to improve - for customers, the team, and yourself
* Y oure warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable
* You are a p roblem solver, who enjoys building and revamping processes
* Youre a team player who can collaborate across the company
* You're prepared to work full-time hours on a rotating schedule (including night, weekends and holidays)
* You have appropriate remote work set-up - such as quiet space, and stable internet connection
* 1- 2 years in a shift lead or tier 2 agent role
* Must live in the Tri-State Area (NY, NJ, PA)
Bonus points
* Comes from a startup background
* Has worked in the food space
* Has worked with Looker or other analytics systems
* Has worked with Zendesk or other customer support systems
Benefits
We offer great compensation packages including 401K, medical, dental, and vision plans. Not to mention, all of the training and food talk you can dream of with endless learning and development opportunities to advance your career.
*Note: Some of our benefits vary by state and depend on the number of hours you work.*
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.
We guarantee your answers will be completely anonymous and not linked to your application at any stage of the interview process.
(Select one) *
Female
Male
Non-binary
I prefer to self-describe
I don't wish to answer
(Select one) *
Yes
No
I prefer to self-describe
I don't wish to answer
(Select one) *
Black or African American
Hispanic or Latinx
Indigenous Peoples, Native American, Alaska Native
Middle Eastern or North African
Native Hawaiian or other Pacific Islanders
East Asian
South Asian
Southeast Asian
White
Two or more
I prefer to self-describe
I don't wish to answer
(Select one) *
Yes
No
I prefer to self-describe
I don't wish to answer
(Select one) *
18-25
26-40
41-55
56-65
66+
I don't wish to answer
(Select one) *
Yes
No
My spouse or domestic partner has served in the U.S. military
I don't wish to answer