Customer Care Team Leader

HelloFresh
Manila
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Root-cause analysis","Stakeholder management","Team collaboration","Data-driven improvement","Data privacy focus"]

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.

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FursaFursa
HelloFresh
HelloFresh
1 month ago

Customer Care Team Leader

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 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
Glassdoor: 3.6
WebsiteLinkedIn