Customer Experience Team Lead

As a Customer Experience Team Lead, you will act as a key operational leader and report to the Customer Experience Director of Operations. Your core mission is to develop and empower your team, foster pride in their work, and deliver an exceptional experience for both partners and users.

• You oversee the daily operations & drive a high performance culture within your team & department, supporting them to achieve their KPIs & goals.
• You manage performance with empathy and accountability, supporting people to grow and succeed while ensuring the right outcomes for both individuals and the business.
• You proactively manage team schedules, monitor real-time workloads, and optimise staffing to ensure efficient service levels and balanced performance across the Global Customer experience team.
• You are responsible for the recruitment in your team, acting as a Hiring Manager and working closely with the People & Culture department to ensure we onboard the best talent!

By managing a team that provides exceptional customer support, you help customers love using Too Good To Go and stay focused on our shared mission of reducing food waste, which contributes significantly to fighting climate change.

• You bring a track record of managing & coaching teams to deliver strong KPI performance and customer outcomes.
• Proven Experience in multi-channel customer service teams, with a distinct preference for experience in both B2C and B2B environments.
• You have full written and verbal proficiency in English, plus either Italian, Spanish, or Portuguese.
• You are experienced in working with performance metrics and have an analytical mindset. Your way of working is solution-oriented, innovative and data-informed.
• You are experienced in using different CRM tools, Zendesk & Salesforce being a plus!

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you can see real and tangible impact in your role.
• Working alongside an international community of users, partners and 1200+ colleagues across 21 countries that are on the same important mission.
• Personal and professional development opportunities in a fast-paced scale-up environment.
• An inclusive company culture where you can bring your authentic self to work.
• A strong, values-driven team culture where we celebrate successes and socialise with colleagues that care.

Too Good To Go is on a mission to reduce food waste through an app that connects businesses with unsold food and consumers willing to buy at a discounted rate. They have grown to become the biggest food waste app in Europe, with over 133 million users and more than 517 million meals saved.