Customer Care Specialist

15 hours ago

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Hungryroot

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eCommerce • Wellness • B2C

Hungryroot is a personalized, healthy food delivery service that focuses on making healthy eating accessible and convenient. The company offers tailored meal plans and easy-to-prepare recipes that cater to a variety of dietary preferences and goals, including gluten-free, vegetarian, high-protein, dairy-free, and more. Customers can save time on meal planning, shopping, and cooking, while reducing food waste and saving money. Hungryroot emphasizes fresh, whole foods and provides a wide range of meal options to support different nutritional needs. It aims to help customers achieve their health goals, such as reducing inflammation or increasing energy, with a flexible and budget-friendly subscription model.

51 - 200 employees

Founded 2017

🛍️ eCommerce

🧘 Wellness

👥 B2C

📋 Description

• Respond to a high volume of customer comments and questions across email, phone, SMS, live chat, and social media while consistently meeting daily resolution targets, First Response Time goals, and SLA commitments. • Moderate the Facebook Group and other brand communities by reviewing and approving posts, removing off-topic or harmful content, responding to questions and ensuring conversations align with community guidelines. • Produce a weekly social community roundup that captures feedback on digital product, grocery discovery, and customer service themes. • Strengthen and grow our reputation on Reddit and Trustpilot through proactive engagement, thoughtful responses, and awareness of platform norms. • Identify emerging topics across social channels and translate them into actionable insights for Operations, Marketing and Product teams. • Lead quality control across brand voice, tone, and engagements while consistently achieving Customer Satisfaction (CSAT) goals. • Support lifecycle messaging through Braze by assisting with issue and shipping communications sends during high-impact moments. • Maintain and update Zendesk macros, Help Center FAQs, and AI-Agent templates to ensure customers have access to accurate and timely information.

🎯 Requirements

• 2+ years in a customer-facing support or communications role • Experience managing social channels or online customer communities (Facebook Group preferred) • 1+ years of experience working with a CRM platform (Zendesk (preferred), Kustomer or Gorgias) • Familiarity with Braze a plus • Excellent copywriting and editing skills • Open to traveling for team building opportunities throughout the year • Emotionally intelligent, solution-oriented communication • Organized, detail-oriented, and comfortable navigating multiple tools • Motivated, positive, proactive, and transparent attitude with the ability to jump right in • Passion for healthy living and brightening customers’ days

🏖️ Benefits

• Remote-first: work from home, work from our NYC office, work from anywhere in the U.S. - you decide! • Equity • Unlimited vacation policy • Universal paid parental leave • Monthly Hungryroot credit for delicious, healthy groceries • Comprehensive health, vision, dental, and life insurance • 401k with Company Match • A work from home stipend to support your initial home-office setup