More Than Just A Job
Mindful Chef’s mission is to make healthy eating easy - the primary goal of this role is to reduce our customer contact ratio by implementing data-driven solutions and empowering customers to self-serve more efficiently than we can serve them as a Customer Care team.
If you are passionate about leveraging data to enhance customer experiences, we encourage you to apply for this exciting opportunity. Join us in our commitment.
What we are looking for
We are seeking an experienced and results-driven Customer Care Lead to join the Mindful Chef team. The ideal candidate will have a strong background in data analysis, be adept at leveraging insights to optimise the way we communicate with customers, and collaborate closely with product teams to enhance self-service capabilities.
Data-Driven Decision Making:
Analyse customer service metrics, feedback, and contact data to identify trends, patterns, and areas for improvement.
Develop and maintain key performance indicators (KPIs) to measure and track the effectiveness of customer service initiatives.
Utilise data insights to make informed decisions, optimise workflows, and enhance overall customer satisfaction.
Collaboration with Product Teams:
Work closely with product managers and development teams to understand product functionalities, features, and updates.
Provide customer service perspectives and insights to product teams to improve the user experience and address common customer pain points.
Collaborate on the integration of self-service tools and features within products to reduce the need for customer support interactions.
Identify opportunities to streamline customer service processes through automation, technology enhancements, and improved knowledge base content.
Implement strategies to proactively address common customer queries, reducing the volume of incoming support requests.
Continuously monitor and evaluate the effectiveness of implemented changes, making adjustments as needed.
Training and Development:
Develop training programs for customer service representatives to enhance their product knowledge and troubleshooting capabilities.
Foster a culture of continuous learning, ensuring that the customer service team stays updated on product changes and improvements.
Customer Self-Service Promotion:
Design and implement initiatives to encourage and educate customers on self-service options.
Drive awareness of self-service capabilities through various channels, including customer communications, tutorials, and in-product guides.
Proven experience in customer service management with a focus on data analysis and process optimization.
Strong analytical skills and proficiency in data analysis tools.
Experience collaborating with cross-functional teams, particularly product development teams.
Excellent communication and leadership skills.
Familiarity with customer service software and CRM systems.
Ability to thrive in a fast-paced, dynamic environment.
- A competitive package that rewards your skills and dedication.
- Flexibility of working from home 1 day of the week
- Be part of a Better Business (B-Corp), making a positive impact on profit, people, and planet.
- Join an award-winning startup backed by the largest food and beverage company globally.
- Experience a workplace that feels like home, complete with free meals, a gym, a vertical farm, and pet-friendly policies.
- Prioritise your well-being with perks like Vitality health insurance, access to learning resources, mental health support, and a generous holiday package (30 days + bank holidays).
- Enjoy a 50% discount on all Mindful Chef products.
- Enhanced policy of 6 months full pay primary parental leave and 6 weeks full pay secondary parental leave.
We are MINDFUL. This is intrinsic to everything we do. From the healthy recipes we design, to the local, expert and caring suppliers we select and the way we treat each other, our customers and our environment.
We are PERSONAL. We started Mindful Chef with our friends and families as customers and those are the kind of relationships we want to maintain however big we grow. Being real and true to ourselves and each other.
We are UNAFRAID. We want to be the best – to challenge conventions, to think differently and be imaginative in how we solve problems. Brave enough to take on the big players and to do what’s right even when it’s difficult.
At Mindful Chef, we embrace diversity and inclusion as a foundation that enriches our culture and fuels the success of our business. We are mindful of everyone’s differences and we take pride in the unique perspectives, experiences, and talents that each individual brings to our team.
We are unafraid to tackle biases and challenge stereotypes, fostering an inclusive environment where everyone feels valued and empowered to contribute their personal strengths. Our commitment to diversity is not just a policy; it's a personal and collective responsibility that we take to heart.
We believe that by being mindful of our differences, unafraid to confront barriers, and embracing the personal stories and journeys of our team members, we can achieve greater innovation, creativity, and harmony in the workplace. Together we celebrate diversity, and together, we are better.