Customer Experience Team Lead (NY, NJ or FL based)

About Us

Imagine: 30 unique restaurants to order from, brought to your door in under 30 minutes. That’s what our customers experience.

At Wonder, we want to make world-class food within reach, no matter where you live. That’s why we’ve created a vertically integrated, new standard of dining that will allow you to enjoy menus from award-winning chefs and iconic restaurants across the country, all in one place. Our elevated brick + mortar locations will offer pick up and dine in options, as well as delivery to your home.

As a food-tech startup backed by top-tier venture capitalists and led by a team of experienced entrepreneurs—including some of the most accomplished leaders in the technology, culinary, and logistics industries—we’re growing. Join us in pioneering a new category of dining called “Fast-Fine”, and revolutionizing the way people eat.

About the role

As a Customer Experience Team Lead at Wonder, you’ll be responsible for leading a fully-remote team that delivers exceptional service experiences in a fast-paced environment. You will be an expert on our internal systems, processes, and technology, actively assisting agents to ensure timely resolution and consistency for customers. You should be comfortable working with leadership and cross-functional partners to escalate and resolve issues. We are a small team, and this is an exciting opportunity to be the second Team Lead and help shape the overall growth of the CX team as we expand. As all of our agents are remote, this role is remote, with the option to be hybrid if you are local to our NY or NJ office. 

In this role you will:

• Lead a team of 10-12 fully remote, mostly part-time CX agents; providing consistent feedback & coaching, approving timecards/PTO and establishing a positive team culture 
• Perform weekly QA for your entire team and hold regular 1:1s to communicate feedback and coaching opportunities 
• Be the manager on duty for a few weekend and evening shifts per week, ensuring real-time SLAs are being met, as well as acting as an escalation point for questions and customer issues 
• Assist CX leadership with internal and cross-functional projects as needed, such as training, disputes and fraud, scheduling & WFM, performance management and more 

The experience you have

• Experience delivering best-in-class customer service in a fast-paced environment across multiple channels such as phone, chat, SMS and email 
• Strong management skills with experience directly managing frontline, omnichannel customer support teams in a fast-paced environment 
• Well versed on customer support tools, reporting and common industry KPIs; experience with Zendesk is a plus
• Data-driven with the ability to use reports to monitor team performance and inform individual coaching opportunities; experience with Looker is a plus
• Familiarity with CX QA programs and comfortable grading agent tickets against a rubric in an objective manner; experience with Maestro QA is a plus 

The way you work

• You build a customer-first culture of collaboration and teamwork 
• You are extremely comfortable with ambiguity and adapt quickly to new environments, processes and policies 
• You take direction but also work proactively and autonomously, holding yourself accountable to priorities and goals 
• You have an appropriate remote work set up- such as a quiet space, and stable internet connection 

Benefits

We offer a competitive salary package including equity and 401K. 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.  

Base Salary: $62,400