**Senior Manager, Customer Service (Experience)**

* Alexandria, VA - Remote OK

* Full-Time

* Customer Experience

* Senior Manager, Customer Service (Experience)

**Customer Experience, Senior Manager**

We are Yay Lunch, a new business concept with the mission to empower local communities by connecting people to real food, made fresh daily. Today, we are providing a meal solution that improves food quality AND access where kids learn and play. Our food services support local vendors AND remove all the pain points for school administrators and parents when it comes to supplying nutritious and tasty meals to kids.

Since launching a pilot in Fall 2018 in Charlottesville, VA, we have expanded rapidly now serving multiple markets along the East Coast. We have aggressive growth plans backed by experienced venture capital partners in the Education and Food Tech spaces, and we are excited about creating change in how our youth eat today.

Come join us! Were a startup so you should know that we will always charge hard, move quickly with agility, and require deep passion and resilience for our mission. We give our growing team of rock stars the tools to succeed with a commitment to flexibility, transparency, respect, empowerment and positivity.

**About the Role:**

We are looking for a seasoned Customer Experience expert to develop a vision and build a best-in-class customer support team at Yay Lunch. In this role you will be instrumental in providing an extraordinary experience to parents and other customers of our service. You will be responsible for growing and leading a remote support team. Youll be responsible for setting and executing a vision rooted in customer centricity, quality, performance and efficiency, always aiming to best serve our customers. You will also own and operationalize cross-functional feedback loops with the Operations, Merchandising, Growth and Marketing teams, ensuring actionable customer insights are passed along to optimize the overall customer experience. This is an amazing opportunity to roll up your sleeves and build our customer service team and customer experience systems and processes in house from the ground up.

**Some of what youll do:**

* Lead and build a customer centric, motivated and high performing customer experience organization

* Strategically scale the customer experience team in a cost-effective manner and manage against productivity, quality and procedures

* Listen to the customers needs and develop clear feedback mechanisms between customer support and cross functional teams to help Yay Lunch constantly improve and provide a best-in-class school meal service

* Build out training programs to most effectively scale our CX organization with eye towards hiring and developing great talent

* Continuously drive improvements and efficiencies throughout our customer experience using technology

* Work closely with our founders and functional leaders to ensure we are creating the best experience for Yay Lunch customers

* Develop plans to help drive penetration and retention metrics

**This Role May Be A Good Fit For You If:**

* You have at least 4 years experience in customer service

* Understanding of complex business operations and budgeting are a plus

* You have a track record of launching and scaling tech support systems and teams

* 2 years experience with managing teams

* You have a knack for inspiring and motivating teams and leaders at all levels

* You are empathetic and have strong interpersonal skills

* You use data to inform your decision making and strategic planning

* You are a problem solver who is action-oriented, has a passion for serving others and the patience to stay calm under pressure

* You are a good leader who listens, coaches and can think on your feet to provide solutions

* You are 100% customer-focused

* You are excited by a high-volume work environment and talking to lots of customers

* You are organized, analytical and detail-oriented

* You have experience working in early stage, high-growth, operationally driven businesses

* Open to travel or based in Central Virginia - team mostly based in Richmond, VA

**Company Benefits:**

* Base Salary Bonus Options

* Full medical/dental

* Unlimited PTO

* Always remote

* 401k plan

* 1-time office set up stipend

* Monthly stipend for data, home office and/or workspace

**This is a fully-remote position, however strong preference will be given to candidates residing in our existing markets (VA, MD, NJ, Philadelphia, and Atlanta).**

#ZR