Customer experience

THIS IS BLUE APRONChefs around the world wear blue aprons when learning to cook, and for us it has become a symbol of lifelong learning. Our highly motivated group of food enthusiasts are inspired to work on complex business problems with creativity and passion, always looking to learn something new.We take preparation seriously, embrace a spirit of excellence, and put in the extra effort in everything we do. We are thrilled to be part of our customers’ lives, cooking and creating experiences in their home kitchens.WHO'S IN THE KITCHENThe CX Team Lead position requires a highly motivated and enthusiastic leader who loves to work with people. Team Leaders support all CX Associates and motivate them to do their job efficiently by monitoring and reporting performance.In addition, providing any additional cross-functional support if needed. They provide daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike, and communicate any issues with management to reach business goals effectively.The CX Team Lead will report to the CX ManagerWHAT'S ON THE MENUThe position will comprise a range of duties shared amongst other Team Leads, and will likely rotate responsibilities on a quarterly basis.These duties can include but are not limited to the following :• Create an inspiring team environment with an open communication structure• Be an expert on our Customer Experience process and continuously look for improvements to assist our CX team better• Support team performance and report on metrics• Suggest and organize team-building activities• Assists Leadership with development of the team by providing coaching and training• Collaborate closely with the CX Strat / Ops team as well as critical individuals across departments to develop new training content and training schedules for all new cross-functional strategic projects• Coordinate the training and onboarding of all new hires with multi-channel communication strategies• Support QA monitoring and providing actionable insights to improve agent performance• Act as liaison between CX Associates and CX ManagerNECESSARY INGREDIENTS• Bachelor’s Degree preferred• 1-2 years experience in a customer experience leadership-related position, QA experience a plus• Strong communication, training, and analytical skills• Ability to take the initiative, meet deadlines, and follow through on projects• Proficient with Microsoft Office and G-SuiteAdditional Details• This position works in parallel with our current CX Team structures and hours of operations. It will require schedule flexibility as the responsibilities and schedules will rotate quarterly amongst the Team Leads in addition to any potential business needs.• Additionally, we are looking for someone who can enable employees to realize their own potential and advance within the organization.Blue Apron provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, marital status or veteran status.In addition to federal law requirements, Blue Apron complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Last updated : 2024-08-20