Customer Care Team Leader (Gorgias)Active

HelloFresh
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The opportunity

At HelloConnect, you will be part of a dynamic team in (Inoza tower, BGC) that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence.

What you'll do

  • Team Leadership & Coaching: Drive agent development, performance, and recruitment through regular 1-on-1s, root-cause analysis, direct feedback, and dedicated onboarding.

  • Operational & Administrative Oversight: Oversee daily queue coverage, workforce management, schedule planning, payroll/timekeeping, and complex issue escalations.

  • Hands-on Core Support: Spend 20% of time performing core customer service tasks to maintain a grounded understanding of front-line operations and assist during high volumes.

  • Recommendation-Led Communication: Provide proactive, solution-oriented updates to stakeholders and CS Leads, emphasizing actionable proposals over passive status reporting.

  • Continuous Improvement & QA: Partner with cross-functional experts to address skill gaps, refine workflows, and streamline processes using data-driven insights.

  • AI & Platform Optimization: Leverage approved AI tools and CX platform capabilities to improve team reporting, efficiency, and continuous improvement while maintaining data privacy.