Team Lead, Customer Experience
Bestow$60,000 - $70,000/year
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SustainabilityIndustries
Requirements
- Based in Tokyo, Japan
- Passionate about fighting food waste and Too Good To Go's mission
- Hands-on leader capable of acting as both team lead and individual contributor with performance targets
- Experience in customer experience (CX) or related field (implied by role specifics)
- Ability to oversee daily operations and drive high-performance culture
- Skills in recruitment and hiring, working with People & Culture
- Analytical skills for partner performance analysis, benchmarking, and identifying upselling potential
- Creative and proactive in setting up campaigns and communicating with partners (e.g., phone calls, handling uncomfortable conversations positively)
Responsibilities
- Oversee daily operations and drive high-performance culture within the CX team, supporting achievement of KPIs and goals
- Maintain excellent customer service quality through timely and effective responses to enquiries
- Inspire and empower customers towards sustainable behaviour to grow the mission
- Coordinate and align with Associate Director of CX and other teams to acknowledge and follow up on customer feedback and issues internally or with partners
- Act as a CX Specialist: answer enquiries via email, chat, social media, and phone
- Proactively manage team schedules, monitor real-time workloads, and optimise staffing for efficient service levels and balanced performance
- Handle recruitment as Hiring Manager, collaborating with People & Culture to onboard talent
- Perform analysis of partner performance and benchmarking to identify upselling potential and take action
- Set up innovative campaigns to help partners save more food and maximize the partnership
- Find creative ways to communicate with partners, including phone calls and handling uncomfortable conversations positively
- Uncover opportunities for stores to reduce food waste and integrate Too Good To Go into daily operations
- Act as main point of contact for partners to ensure amazing experiences and turn them into ambassadors
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary for the Customer Experience Team Lead position?
This information is not specified in the job description.
Is this role remote or based in an office?
This position is based in Tokyo, Japan.
What skills are required for the CX Team Lead role?
The role requires hands-on leadership of a customer experience team, driving high performance culture to achieve KPIs, maintaining excellent customer service quality through timely responses, and partnering with businesses to reduce food waste.
What is the company culture like at Too Good To Go?
Too Good To Go has a mission-driven culture focused on fighting food waste, with an exciting launch team environment in Japan, high performance expectations, and a commitment to empowering sustainable behavior as a certified B Corporation.
What makes a strong candidate for this CX Team Lead position?
Exceptional and passionate individuals with hands-on leadership experience, ability to drive team performance toward KPIs, and dedication to customer service and the food waste mission will stand out, especially for the Japan launch team.
Too Good To Go
Mobile app for purchasing surplus food
About Too Good To Go
Too Good To Go focuses on reducing food waste by connecting consumers with local stores and restaurants through a mobile app. The app allows users to purchase surplus food at discounted prices, making it an affordable option for meals while helping businesses minimize waste and generate revenue from unsold inventory. The company operates on a commission-based model, earning a fee for each transaction made through its platform. This not only benefits consumers and businesses economically but also has a positive environmental impact by reducing food waste. With a global presence, Too Good To Go serves a diverse clientele across Europe and North America, enhancing visibility for participating businesses and attracting new customers.
Copenhagen, DenmarkHeadquarters
2016Year Founded
$73.2MTotal Funding
CONVERTIBLECompany Stage
Food & Agriculture, Consumer SoftwareIndustries
1,001-5,000Employees
Benefits
Health Insurance
Hybrid Work Options
Paid Vacation
Unlimited Paid Time Off
Risks
Increased competition from startups like SIRPLUS entering the market.
Economic pressures may lead consumers to prioritize cheaper alternatives.
Potential burnout in the startup environment could impact productivity.
Differentiation
Too Good To Go partners with major retailers like Whole Foods Market.
The app offers a unique commission-based model benefiting both consumers and businesses.
It leverages AI to optimize food management and reduce waste.
Upsides
Collaborations with Whole Foods expand its reach in the U.S. market.
AI solutions enhance operational efficiency and profitability.
Growing consumer interest in sustainability boosts demand for its services.
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