Director of Customer Service

Remote /
Operations /
Full-Time
About Us

Territory Foods is a fast-growing, direct-to-consumer fresh food platform that connects mindful eaters with weekly access to hundreds of healthy meals designed and crafted by a network of nutritionists, local chefs and restaurants.  Together with our network of over 55 chefs and restaurants, we provide best-in-class flavors across global cuisines, serving over 11 dietary templates for health-focused customers, creating a world of bountiful, delicious healthy choices that lead to unparalleled long-term customer retention and brand loyalty.   

Through our unique operation model and differentiated machine learning technology, we deliver a superior product experience for the customer, creating an ecosystem of diverse, high quality suppliers to meet our rapidly expanding health focused customer base. After rapid growth and obtaining investment from leading investors across technology, food, health & wellness, and lifestyle icons, Territory is positioned for scale in 2022 and beyond. 

At Territory, we believe that our people and culture are our biggest assets. As a result of our dedication to building a solid, remote-first work culture, we have been awarded best workplace for women, best CEO (small to mid-size / start up) and best operations team in 2020 and 2021.  At our core, we have a passion for wellness, community development and entrepreneurship; we want to have the best team members who not only believe in this mission but live it too. Our remote operating model allows us to have a strong team of diverse, cutting-edge thinkers around the country who provide unique and innovative ideas. 



Role Overview

Reporting to the VP Operations, we’re looking for a Director of Customer Experience to set the strategy and steward the evolution of our customer service products and people. 

You will lead, organize, and direct all aspects of the Customer Service functions, including organizational design, talent acquisition, balance of internal-external resources, utilization of technologies and tools, and facilitate integration of strategies into the Marketing, Product and Operations functions.  

The ideal person will have experience in the trenches of a fast-paced startup and know how to balance process-and-rigor with speed-and-flexibility.

Responsibilities

    • Set the customer experience strategy to deliver best in class, low friction customer service
    • Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies to create a cost-effective operation consistently achieving contact handling SLAs to increase efficiencies, improve customer experience, reduce cost per ticket and overall ticket volume
    • Provide strategic thought leadership and drive continuous improvement in planning/forecasting staffing requirements to translate to the creation of optimal schedules and real-time management across all CS channels
    • Partner with Product, Operations and Marketing teams to evolve the customer experience for different customer segments, leveraging new tools and technologies
    • Supervise day-to-day operations in the Customer Service (CS) Department which includes managing internal staff and 3rd party partners
    • Provide strong, dynamic leadership that mentors, develops, and cultivates a positive team-based culture oriented that drives to high levels of engagement and satisfaction
    • Build a strong team-based culture oriented toward first contact resolution
    • Collaborate with the Executive team to design a customer journey that optimizes and ensures consistency across all channels and successfully tracks and addresses escalated issues

Professional Qualifications

    • 10+ years direct Customer Service experience, with 3+ years in a Senior Manager or Director function in high growth companies or divisions
    • Track record of developing innovative and forward-thinking customer service strategies and initiatives to steward organizations through pivotal growth moments
    • Experience building and overseeing the implementation of customer service strategies to drive exceptional experience while reducing cost of customer care
    • Experience building and scaling a team of both internal and external resources, with strong leadership skills and ability and desire to develop and manage a team. 
    • Exceptional intellectual and analytical curiosity with proven capability to strategically problem-solve.
    • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations and build effective teams.
    • Ability to set CS goals and strategies based on a solid understanding of an organization’s goals and objectives to enable scalability and efficiency.
    • Proven experience at driving continual improvement activities within an organization.
    • Strong ability to adapt to different audiences, influence directly and indirectly; and communicate well with all levels within the organization.
    • Bachelor’s degree and/or Masters in a relevant field desired but not required
This position is remote / work from home, preferably in the major metropolitan areas around New York, Washington, DC, Dallas, Austin, Los Angeles or San Francisco