About Us

Wonder is a fast-growing food-tech startup that’s raising the bar on the role food plays in peoples’ lives. We’re creating an on-demand dining experience where customers can receive high-quality meals perfectly prepared and served to their doorsteps within minutes. We partner with the best restaurants and chefs across a diverse range of cuisines to offer access to the world’s most delicious food—anytime, anywhere. Meals are prepared in Wonder kitchens and finished by onboard chefs deployed in our customized mobile kitchens.   

Wonder is led by a team of experienced entrepreneurs including some of the most accomplished leaders and operators in the technology, culinary, and logistics industries. Backed by top-tier venture capitalists, we’re moving quickly to pioneer the future of food.  

If you join our team, you’ll work in a supportive and collaborative environment where our culture and our values—Mastery, Compassion, and Courage—are taken as seriously as delivering an incredible experience for our customers. 

About the role

As an Assistant Manager, Customer Experience at Wonder, you will be responsible for leading a fully-remote team that delivers exceptional customer service and hospitality experiences. Your primary focus will be motivating and managing 8-10 Customer Support Agents and Leads, providing coaching and mentorship to deliver an 11-star experience. You will also be an expert on our internal systems, processes, and technology and actively assist agents to ensure timely resolution and consistency for customers. You should be comfortable working with leadership to escalate and resolve issues.  

To succeed you will need strong leadership skills and a passion for motivating others to reach team and individual goals. This role will report to our Sr. Manager, Customer Experience and will serve at the heart of our customer-focused operation, overseeing the performance of their team to deliver high quality standards and to ensure that KPIs are always met and exceeded. 

• Lead a team of fully remote Customer Support Agents & Leads with a variety of experience, providing guidance, coaching, and consistent feedback 
• Maintain a high performance on your team by conducting QA of their tickets and holding regular 1:1s 
• Establish a customer-first culture and be a point of escalation for customer issues while ensuring company policies are being met 
• Assist customer support leadership with internal and cross-functional projects as needed  
• Own creation and publishing of team-wide shift scheduling  

The experience you have

• 3+ years of experience delivering best-in-class customer service 
• Strong management skills with 1-2 years of experience directly managing frontline team members 
• Well versed on customer service tools and reporting; experience with Zendesk a plus 
• Data-driven with the ability to use reports to monitor team and inform coaching opportunities, experience with Looker or other BI tools a plus 
• Ability to take direction but also work resourcefully and autonomously, holding yourself accountable to priorities and goals 
• Comfortable with ambiguity and ability to adapt quickly to new environments  
• You have an appropriate remote work set-up - such as quiet space, and stable internet connection  

Location

Remote (Must have permanent residence in NY, NJ or PA) Remote (Must have permanent residence in NY, NJ or PA) 

Benefits

We offer a competitive salary package including equity and 401K with matching. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.