Too Good To Go

At Too Good To Go, we dream of a planet with no food waste.

Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. 

We are on a mission to change that - are you with us?

Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 91 Million users, and more than 316 million meals saved.

We’re proud of what we’ve achieved so far, but we are just at the start of our journey. 

We’re looking for an exceptional and passionate CX Team Lead to help us grow and develop our Global Customer Experience Team.

This is a heavily hands-on role, where apart from leading a team, you also act yourself as an individual contributor and carry performance targets as well.

This position requires going to our Melbourne office 3 times per week and travelling to other international cities up to 6 times per year.

Your mission

Reporting to the Associate Director of our Global CX department, you will coach and inspire CX Specialists in Australia. Your task is to nurture an environment where your team members can take responsibility for their performance and personal development. You will play a pivotal role in the expansion and success of our presence in Australia, positioning Too Good To Go as a key partner in the fight against food waste.

You will also be responsible for uncovering opportunities for stores to reduce their food waste and ensuring they make Too Good To Go part of their daily operations to rethink the food that may be wasted. You will work with our partners on a daily basis, acting as their main point of contact to help ensure they have an amazing experience with Too Good To Go by helping them capture all their waste, and become real ambassadors of the food waste revolution.

Your role

• You drive the results of your team members where everyone focuses on timely and effective responses to customer enquiries. 
• You maintain the excellent quality of our customer service while inspiring and empowering our customers towards more sustainable behaviour to help us grow our mission.
• You drive the CX team dynamic and motivation. 
• You are coordinated and aligned with the Associate Director of CX and other teams, to ensure customer feedback and issues are acknowledged and followed up on internally or with partners. 
• You act as a CX Specialist yourself: answering enquiries over email, chat, SoMe and phone
• You monitor and manage the workload and the performance of the CX 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! 
• You will perform analysis of partner performance and benchmarking to identify upselling potential and take appropriate action
• You will be setting up innovative campaigns to help our Partners save more food and make the most of the partnership
• You will be finding creative ways to get our message across to our partners; having a willingness to pick up the phone, and face uncomfortable conversations with a positive attitude and bold mindset

Requirements

• You have previous experience in building and leading a team in Customer Care, Customer Service or Relationship Management. 
• You have relevant experience in customer service, preferably both in a B2C and B2B environments.
• You have strong communication skills over the phone, with the ability to be expressive, convincing, and persistent
• You have experience in relationship management with clients and/or key stakeholders or you have previous experience in sales/upselling
• You have full written and verbal proficiency in English. Being also fluent in Mandarin Chinese will be a big plus.
• You are based (or willing to relocate to Melbourne) and open to come to the office a few days per week!
• 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 a team player, work in a structured manner and can thrive in ambiguous environments
• You have strong organisational skills - you have an eye for detail, you are great in administrative follow-ups
• You are experienced in using different CRM tools.
• You are a make-it-happen person who is excited to roll up your sleeves – but you also think about the longer-term business implications and requirements.
• Working somewhere where you can have a social and environmental impact is one of your absolute dreams. Sustainability is a great passion of yours and something that shines through in your professional and personal experiences.
• Previous experience working in a marketplace, a big platform, or the Food Industry will be a plus.

Our values

• We win together
• We raise the bar
• We keep it simple
• We build a legacy
• We care 

Benefits & What we offer

• 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 1350+ colleagues across 17 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.

How to apply

• We take recruitment very seriously, so please carefully read everything we have written above. Please also check our website and international media to get a good overview of Too Good To Go.
• Submit your CV and Cover letter in English.
• Please note that we only accept applications coming through our platform. No CV or Cover Letter will be accepted by email or LinkedIn direct messaging.
• The application process consists of a short video call with Talent Acquisition, followed by an interview with the Hiring Manager, a case study and a final interview with the VP of Global Care. 

Too Good To Go is an equal opportunity employer

Job Ref - #LI-CR1

A Movement for Everyone

We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.

We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.