Director of Customer Experience

Remote (United States)

WHAT WE DO

At Shef, we are building a homemade food marketplace. We believe in providing the shefs in our community (refugees, immigrants, stay-at-home parents, retirees and out-of-work restaurant chefs) the opportunity to make a meaningful income by doing what they love! We also believe that every person should have access to a wholesome, home-cooked meal at an affordable price. Building a community devoted to economic empowerment and cultural inclusivity -- that's why we started Shef.

We are committed to reimagining home cooking regulations around the country to help put people back to work following the COVID-19 pandemic and have raised nearly $30M from investors including Andreessen Horowitz, Y Combinator, Craft Ventures, and M13, as well as founders and executives from Instacart, TaskRabbit, StubHub, AngelList, Lyft, Airbnb, and Yelp. We have a ton of exciting work ahead of us and are excited to have you join us!

As the Director of Customer Experience, you'll build and lead a world-class remote-first customer support team, set the vision for customer centricity, and instill processes and tools that allow Shef to support customers and shefs. We are looking for a Director of Customer Experience who is a great people-leader, who is comfortable working in small and scrappy environments, and who can set the strategic direction for the CX team.

RESPONSIBILITIES

Build and lead a team of high-performing CX associates
Develop and execute a holistic customer experience strategy
Ensure systems are in place and are utilized to capture and report on service metrics, including number of tickets answered, response times, trends in product or service issues, etc.
Develop service level standards and SOPs to guide CX associates
Collaborate with cross-functional teams to share data-driven customer feedback and insights to help inform product, operations, marketing, etc.
Determine and implement CX tech tool needs
Drive improvements to workflows and processes to streamline internal communications between CX and cross-functional teams and meet KPIs without sacrificing customer experience
Work closely with leadership to develop an organizational structure and hiring plan for the customer experience team that will enable the company to scale efficiently

ABOUT YOU

Requirements:

Bachelor's degree or equivalent
5+ years of CX operations, operations management, business consulting, or related experience managing operations, building and developing diverse teams, optimizing processes, and delivering business goals
3+ years of managing a team

Preferred qualifications:

Goal focused with a strong bias toward action
High EQ, a core value of the CX team is radical empathy. Ability to make space for the mental and emotional labor required from the CX team and support associates in this way.
Experience leading and growing a high-empathy, industry-leading CX team
Proven ability to deliver outstanding results through others in a timely manner using a strong sense of focus, organization, and meticulous attention to detail
Entrepreneurial hustle and proven self-starter with owner’s mentality
Data-driven mindset, strong business judgment, and proven ability to perform analysis, draw key insights, and form and execute a strategy
Excellent leader, ability to inspire a large team
Strong communication and interpersonal skills to build sustainable relationships
Passion for Shef’s mission to build a community-based food platform that provides economic opportunity and high-quality, affordable meals for all
Impressive work or academic record; MBA is a plus
Startup experience a plus

At Shef, we are building a platform that celebrates difference and cultural inclusivity by providing equitable opportunities for economic empowerment and by reimagining food making and sharing in our 21st century world. Our employee, shef, and customer communities represent a wide, beautiful cross-section of individuals from diverse cultures, ethnicities, races, and walks of life.

Shef is an equal opportunity employer. We strive to build a team that reflects the communities we serve, and a workplace that nurtures and empowers unique identities and experiences. We are committed to advancing equity in a tech industry that has often fallen short. We strongly encourage applications from BIPOC (Black; Indigenous; People of Color), women, LGBTQ+, and other individuals who are underrepresented in the industry, across color, religion, race, ethnic and national origin, physical ability, gender and sexual identity.