Senior Associate, Customer Experience - Chomps
Chicago, IL
About the Job
Who We Are
We're Chomps, the fastest-growing meat snack brand reimagining best-for-you snacking. Made from the highest quality, humanely raised proteins, no sugar, and only real ingredients, we make snacking simple, delicious, and nutritious. Chomps can be found in over 20,000 stores nationwide with a strong e-commerce presence. Our mission is to inspire, educate, and fuel our community with accessible, sustainable, and real food that tastes great.
Traits of a Chompian
If you've been called scrappy, resourceful, and persistent, then you might just be a Chompian. You're a team player who's self-motivated and action-oriented. You're committed to delivering efficiency and accuracy, and you happen to be great at proactive cross-functional communication. You're a critical thinker and a natural problem solver who enjoys details, research, and data. You take initiative and complete ownership of everything you do, and you'll go the extra mile for your team, consumers, and audience. You're hungry to learn with a passion to grow and improve every day. You also take a keen interest in health, fitness, and nutrition. Sound like you? Then we want to meat you.
*Accepting Applications from 10/18/2024 - 10/24/2024
What You Will Do
In this role, you will lead our customer support team to deliver exceptional customer service via email, phone, chat, and will aid various channels within the organization to answer customer inquiries. You will support operational process improvements within the team, streamlining efficiencies, improving customer service KPIs, and improving the quality and accuracy of customer responses and resolutions. You will oversee training, staffing and continuous improvement needs to ensure Chomps customer service is best in class.You will analyze and support the reporting of channel data and ticket forecasting. First and foremost, you will represent and champion our customers' needs and deliver enhanced experiences that live up to the Chomps brand standard.
Responsibilities
- Lead Chomps CX team including internal & external agents, as well as external agency support
- Act as an advocate for Chomps customers, provide education and information, and champion the Chomps brand to build trust and ensure exceptional customer experiences
- Ideate surprise and delight moments to enhance both positive and negative brand experiences and further build trust within the Chompian community
- Develop and implement strong customer service processes and strategies to maximize channel efficiency while maintaining customer satisfaction
- Set and monitor KPIs for CX team to deliver timely responses and resolutions through email, phone, and chat, ultimately resolving customer service tickets promptly.
- Manage critical and complex customer service escalation issues, ensuring matters of food safety, quality control and customer health receive prompt and thorough attention, escalate to appropriate stakeholders on teams such as operations, marketing, leadership are notified when necessary
- Understand our supply chain, manufacturing, and quality control processes
- Collaborate to develop proactive strategies for customer notifications on inventory, shipping, and fulfillment updates
- Update internal tracking tools to identify and report common requests/issues and manage tagging and categorization systems
- Monitor inventory and ordering trends to identify stocking needs, working in collaboration with greater e-commerce team
- Own data analysis and reporting for customer outreach trends and provide insights and recommendations to stakeholders
- Oversee continuous improvements to FAQ guide, macro responses, and automated emails
- Oversee product review reporting and insights within the greater Chomps organization
- Perform various Q/A throughout a multitude of platforms and databases
- Ideate and support execution of special experience programs such as surprise and delight and other initiatives
- Collaborate with brand, supply chain, manufacturing and quality control teams to provide accurate monthly analytics and key updates
Who You Are
- 3 - 4 years of experience in a customer facing role (ex. Customer Service, Customer Experience, etc.)
- Solid experience with customer experience software (ex. Gorgias, Zendesk, etc.)
- Direct experience communicating with customers via various channels
- Can remain positive, even in high stress situations
- Ability to work in a fast-paced environment with attention to detail
- Experience collaborating cross-functionally
- Ability to work under pressure, balance multiple tasks, and proactively work through areas of responsibility as a steward of the brand and company
- Team or agent management experience preferred
Position: Senior Associate, CX
Reports to: Manager, Retention + Customer Experience
Location: Remote
Type: Full-Time, exempt
Salary Range Opportunity:
- The salary range for this role is $85,000 - $90,000 + 15% annual bonus
Compensation Philosophy & Total Comp:
- Our salary ranges are based on verified market data and our philosophy of paying competitively for our size and industry
- Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company
- In addition to base salary, full-time team members receive medical, dental, and vision insurance, 401K 6% match, and monthly reimbursements for wellness and home office.
Other Perks:
- Ability to make an impact: Join a rapidly growing and entrepreneurial-spirited team at a pivotal point to positively impact the food industry.
- Opportunities to grow: Advance within Chomps quickly based on outstanding performance.
- Unlimited PTO and 11 paid holiday days. Hybrid & flexible remote schedule. Chicago office open to those in the area.
- Paid maternity and paternity leave.
- Bi-annual total team in-person activities.
- Company-wide Continual Education budget.
- An abundance of snacks: Enough meat sticks that if you wanted to eat your body weight in them you could (no judgment here).
Our Commitment
Chomps is committed to a diverse and inclusive workforce. To achieve our mission of making nutritious food more accessible we greatly benefit from a range of perspectives, which comes from diversity of all types, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do and the smart thing for our business.
We're aware of the research showing that historically underrepresented groups are less likely to apply for a job if they don't believe that they meet all of the criteria. Do you hesitate to submit an application because you believe you need to check every box? Please apply anyway with a thoughtful cover letter! We would love to hear from you to discuss how you can help us build a great team at Chomps.
Important Notice:
It has come to our attention that fraudsters have been posing as Chomps employees or recruiters and contacting job-seeking candidates regarding potential job opportunities. These fraudulent messages sometimes include a request for payment and confidential personal information. Please note that the Chomps recruiting process does not include asking candidates for payments or other confidential financial information.If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles: https://chomps.com/pages/chomps-careers. If you have questions please email us at careers@chomps.com
