View Our Website View All Jobs

Customer Support Operations Lead

What we are looking for:

We’re looking for a highly motivated and resourceful individual who can embrace our passion for customer service, food, and smart nutritional choices to join our team as a Customer Support Operations Lead. A Customer Support Operations Lead ensures that the needs of customers are satisfied and promotes this idea throughout the organization. A successful manager is a critical and creative thinker who motivates and empowers their team.


  • Manage third party vendors to ensure customer support needs, SLA’s, and KPIs  are met. Identify trends/issues via real-time feedback to offshore leadership to drive behavior change
  • Manage Quality Assurance process, analyze performance to ensure quality standards & service level requirements are met. Us QA data to identify gaps in performance and solutions to drive improvement
  • Balance team expectations, business needs, and resources to ensure correct prioritization of projects
  • Design and produce customer service performance reports, automating when possible, and respond to requests from other internal groups to produce data as needed
  • Identify trends through data analysis and make recommendations for solutions to customer/agent issue
  • Work cross-functionally to ensure all updates and information critical to successfully serving our customers is delivered and documented for the CS team
  • Develop training materials such as new hire training, ongoing training, new product release, and social media
  • Publish and manage website FAQs and internal knowledge base, ensure articles are current and relevant to current customer needs
  • Execute CSAT Strategy (analyze results to foster overall improvement in customer satisfaction)
  • Report system issues (enhancement opportunities) to our Engineering team and assist in the prioritization of reported issues
  • Research, evaluate, and implement new channels of communication
  • Drive continuous process and policy improvement to deliver the NatureBox experience
  • Responsible for representing customer service in cross-functional meetings
  • Find creative ways to engage with customers to increase loyalty - become NatureBox’s brand ambassador
  • Manage team with a strong commitment to the NatureBox vision, mission, and values


  • Ability to build, boost, and maintain morale, and mentor the team by encouraging professional and personal development
  • Ability to foster an environment of teamwork, trust, and open communication
  • Ability to manage conflict effectively while practicing tact, flexibility and open-mindedness
  • Have advanced experience using the following systems is strongly preferred:
  • Google Enterprise (e.g. Gmail, Google Docs, Google Calendar)
  • Microsoft Office (Word, Excel, PowerPoint)
  • E-commerce platforms (e.g. VirtualMart, OpenCart, Magento, etc)
  • Help desks/ticketing systems/CRM  SalesForce Desk, ZenDesk, Helpdesk, Conflluence, etc.)


  • Strong level of independence and efficiency, entrepreneurial minded
  • 3+ years of management experience, 1+ year of vendor management of an offshore team
  • Start-up and project managing experience is a plus!
  • An infectiously positive attitude and willingness to try new things in a fast-changing environment
  • Desire and ability to “go above and beyond “ at work and for customers
  • Bachelor’s degree preferred
Read More

Apply for this position

Apply with
Attach resume as .pdf, .doc, or .docx (limit 5MB) or Paste resume

Paste your resume here or Attach resume file