Application Guide

How to Apply for Customer Experience Team Lead

at Too Good To Go

🏢 About Too Good To Go

Too Good To Go is a certified B Corp with a mission-driven approach to reducing food waste through technology, making it uniquely positioned at the intersection of sustainability and convenience. Working here means contributing directly to environmental impact while being part of a global movement, which appeals to purpose-driven professionals who want their work to align with their values.

About This Role

As a Customer Experience Team Lead at Too Good To Go, you'll lead a remote team supporting both B2C users and B2B partners across multiple channels, focusing on developing talent and optimizing operations to reduce food waste through exceptional service. This role is impactful because you directly influence customer retention and partner satisfaction, which are critical for scaling the company's mission globally.

💡 A Day in the Life

A typical day might start with reviewing real-time performance dashboards to monitor team KPIs and workload distribution, followed by one-on-one coaching sessions with team members to address challenges and celebrate wins. You could spend afternoons collaborating with the People & Culture department on recruitment or onboarding, then wrap up by analyzing weekly metrics to plan schedule optimizations for the global team.

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Interview Prep

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🎯 Who Too Good To Go Is Looking For

  • Has 3+ years of experience managing multi-channel customer service teams in both B2C and B2B environments, with proven success in improving KPIs like CSAT or resolution rates.
  • Is fluent in English and either Italian, Spanish, or Portuguese, enabling support for Too Good To Go's key European and South American markets.
  • Demonstrates an analytical mindset with experience using metrics (e.g., Zendesk, Salesforce) to drive team performance and operational efficiency.
  • Shows a passion for sustainability or food waste reduction, aligning with the company's core mission beyond just customer service leadership.

📝 Tips for Applying to Too Good To Go

1

Highlight specific examples of how you've coached teams to improve KPIs in a remote or hybrid setting, as this role requires managing a distributed team.

2

Emphasize any experience with B2B customer support, since Too Good To Go works with restaurant and grocery partners, not just app users.

3

Mention your proficiency in English and one of the required languages (Italian, Spanish, or Portuguese) upfront in your resume or summary.

4

Tailor your application to show alignment with Too Good To Go's B Corp values by discussing sustainability initiatives you've supported in past roles.

5

Include metrics or data points that demonstrate your impact on customer outcomes, as the role emphasizes an analytical approach to performance management.

✉️ What to Emphasize in Your Cover Letter

["Explain why you're passionate about Too Good To Go's mission to reduce food waste and how your experience aligns with supporting both users and partners.", "Provide a brief case study of how you've developed a team or improved performance metrics in a multi-channel customer service environment.", 'Highlight your language skills and experience working in B2B and B2C contexts, as this is a distinct requirement for the role.', "Describe your approach to fostering a high-performance culture with empathy, linking it to the company's values of accountability and growth."]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Explore Too Good To Go's B Corp certification and their specific sustainability goals, such as their 'Surprise Bags' model and impact reports.
  • → Review the app's functionality and user reviews to understand common customer pain points for both consumers and business partners.
  • → Learn about the company's global expansion, particularly in markets where Italian, Spanish, or Portuguese are spoken (e.g., Italy, Spain, Brazil).
  • → Study their blog or press releases to see recent initiatives related to customer experience or team development.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 How would you balance supporting B2C app users and B2B partners when managing team priorities and workflows?
2 Describe a time you used data or metrics to coach a team member and improve their performance in a remote setting.
3 How do you foster pride and engagement in a team when working on repetitive or challenging customer service tasks?
4 What strategies would you use to optimize staffing and schedules for a global, remote customer experience team?
5 How does your personal interest in sustainability or food waste reduction influence your leadership style?
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⚠️ Common Mistakes to Avoid

  • Focusing solely on B2C experience without highlighting B2B customer service or partner management skills.
  • Using generic leadership phrases without providing specific examples of KPI improvement or team development in a remote context.
  • Failing to mention language proficiency or sustainability interest, which are key differentiators for this role at Too Good To Go.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Too Good To Go!

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