Manager, Customer Support

Manager, Customer Support

Who are we and what do we do?

Edible® is a leader in the gifting category with delicious, hand-crafted offerings which we’ve expanded to a range of gifts and treats for every moment including our new treat business, Incredible Edibles®. From our signature Edible Arrangements® Fruit Bouquets, Dipped Fruit® boxes, fresh fruit smoothies and more, Edible’s exceptionally crafted gifts and treats continue to fill the world with goodness.

Through Edible’s 1,000 independently owned franchise locations, the mission of the brand - no matter how big it gets - is to WOW customers everyday

Through all our incredible years, we’ve remained committed to our 5Ps: 

• Our promise–To WOW each and every customer. 
• Our products–Natural, novel and delicious. 
• Our places–Stores, vans and edible.com. 
• Our People–Both our corporate and in-store employees. 
• Our purpose–To celebrate what’s good in life.

Purpose:

Customer Experience is our highest priority, whether it’s consumers of Edible products, or Franchise Owners and Leaders at the store-level. As a Sr. Manager of Support, you will directly lead and oversee all aspects of Edible’s Store and Customer support Center throughout the US and International. You will lead employee engagement, performance and hiring, serve as a hands-on leader “being a player-coach" and drive strategic initiatives to ensure we’re serving our customers, and stakeholders with the highest level of service.

What that looks like day to day:

• Provide strong leadership by fostering a culture of continuous learning and growth within the team, skillfully training, coaching, and mentoring individuals to achieve their full potential and drive collective success
• Collaborate with in-house Recruitment team in hiring of qualified, competent personnel
• Conduct regular insightful and constructive employee reviews that provide clear feedback, recognize achievements, and offer actionable guidance for professional development.
• Championing a culture of unparalleled customer service, leading by example, consistently demonstrating a customer-centric mindset, while inspiring and guiding the team to deliver exceptional service experiences.

• Monitor KPIs and reporting for quality, timeliness, process flow effectiveness and precision, providing feedback and coaching as necessary
• Determine areas of improvement and efficiency gains with assigned staff and processes
• Active call listening, call barge as necessary and quality monitoring of personnel
• Resolve escalated customer issues empathetically with commitment to delivering exceptional customer service, ensuring timely resolution
• Identify evolving customer needs, desires and priorities and own key customer experience metrics (such as NPS, overall satisfaction, and likeliness to return).
• In partnership with VP of Operations - develop and drive the in-store customer experience vision, strategy, roadmap and execution to create consistency across the franchise system.
• Analyze policy, process, and store performance and recommend optimizations that continually improve the operations to better serve customers.
• Present analysis, insights, and recommendations on regular cadence to cross-functional partners to drive business decisions and advance organization-level insight regarding customer experience and operational failure points
• Serve as the Customer Experience “thought leader” and change agent to initiate needed culture change within and across the business.
• Develop and monitor the customer experience KPIs, dashboards, reporting and insights to determine levers for operational efficiency to drive continuous improvement.
• Stay informed of analytic best practices across the industry and provide recommendations that enable predictive analytics that drive greater targeted performance.
• Attend high level meetings and contribute tactfully with the members of the team to achieve the common objectives