HelloFresh

2 days ago

Customer Care Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead a customer care team by coaching agents through 1-on-1s, onboarding, and root-cause analysis, while maintaining quality and operational performance. Oversee daily queue coverage, workforce management, scheduling, payroll/timekeeping, and escalations. Spend part of your time hands-on with core customer service, deliver proactive solution-led updates to stakeholders, and drive continuous improvement using data insights, approved AI tools, and a CX platform with privacy compliance.

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Drive agent development and performance through regular 1-on-1s, root-cause analysis, direct feedback, and onboarding.
•Oversee daily queue coverage, workforce management, schedule planning, payroll/timekeeping, and complex issue escalations.
•Spend 20% of time performing core customer service tasks to stay grounded in front-line operations and support during high volumes.
•Provide proactive, solution-oriented updates to stakeholders and CS Leads with actionable proposals.
•Partner on continuous improvement and QA by refining workflows and using approved AI tools and CX platform capabilities while maintaining data privacy.

Pay and Benefits

Perks:Health InsuranceHmo MedicalLearning Budget

Key Requirements

•Power-user proficiency in e-commerce customer care/CRM platforms (e.g., Gorgias) including rules, macros, tags, and automation.
•Hands-on experience using approved AI tools for reporting, analysis, and coaching with data privacy compliance.
•High accountability and composure under pressure, providing actionable, recommendation-driven solutions.
•Ability to conduct root-cause analysis and connect daily operational metrics to broader business goals.
•Strong cross-functional collaboration with a track record of client-facing management and constructive team feedback.

Experience:E-commerceCustomer experienceBusiness process outsourcing

Skills:Root-cause analysisStakeholder managementTeam collaborationData-driven improvementData privacy focus

Languages:English

Tech Stack:GorgiasAI toolsCX platform

Company Brief

HelloFresh

HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.

Industry: FoodTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.6

Website LinkedIn

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HelloFresh

2 days ago

Customer Care Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Drive agent development and performance through regular 1-on-1s, root-cause analysis, direct feedback, and onboarding.
•Oversee daily queue coverage, workforce management, schedule planning, payroll/timekeeping, and complex issue escalations.
•Spend 20% of time performing core customer service tasks to stay grounded in front-line operations and support during high volumes.
•Provide proactive, solution-oriented updates to stakeholders and CS Leads with actionable proposals.
•Partner on continuous improvement and QA by refining workflows and using approved AI tools and CX platform capabilities while maintaining data privacy.

Pay and Benefits

Perks:Health InsuranceHmo MedicalLearning Budget

Key Requirements

•Power-user proficiency in e-commerce customer care/CRM platforms (e.g., Gorgias) including rules, macros, tags, and automation.
•Hands-on experience using approved AI tools for reporting, analysis, and coaching with data privacy compliance.
•High accountability and composure under pressure, providing actionable, recommendation-driven solutions.
•Ability to conduct root-cause analysis and connect daily operational metrics to broader business goals.
•Strong cross-functional collaboration with a track record of client-facing management and constructive team feedback.

Experience:E-commerceCustomer experienceBusiness process outsourcing

Skills:Root-cause analysisStakeholder managementTeam collaborationData-driven improvementData privacy focus

Languages:English

Tech Stack:GorgiasAI toolsCX platform

Company Brief

HelloFresh

Industry: FoodTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.6

Website LinkedIn