Customer Experience & Marketing Coordinator

Job title: Customer Experience & Marketing Coordinator

Company: KitchenMate

Job description: We believe everyone should be equipped to access, share, and enjoy high-quality meals easily. We are on a mission to make tasty, truly nutritious, and affordable fresh food that fits into people’s increasingly fast-paced lives. This gives us the unique opportunity to rethink how ready-to-eat meals are created, not just delivered. It also presents many interesting challenges in an effort to reduce labour, waste, inefficiencies, and build a food-chain from farm-to-fork in a digital world.

We are a team of multifaceted builders who care deeply about the problems people face around eating well. We are backed by world-class investors from Toronto, New York, and Silicon Valley. Our talented team of software engineers, hardware engineers, operators have previously worked at such companies as Amazon, Facebook, IBM, and Google.

We’re currently looking for a talented Customer Experience & Marketing Coordinator to join our core team to elevate the customer experience through customer service, customer onboarding and marketing initiatives. As one of the first points of contact with our customers, you will be the eyes-and-ears of our customers, always advocate for them and carry forward our brand values.

You will be responsible for the following:

1. Customer Experience – Creating delightful human conversations and being the advocate for our customers

• Provide customers with prompt, helpful and empathetic support across various channels
• Proactively reach out to customers to surprise and delight them
• Attentively listen and ask questions to gain deep customer insights
• Identify technical, process or product issues and escalate to the appropriate internal teams. Following through on their resolution with the customer
• Leverage technology to automate and scale processes that consistently deliver a strong customer experience
• Present customer insights and report key KPIs (satisfaction score, response time, resolution time)

2. Customer Onboarding – Work cross-functionally with sales, marketing, and operations teams to effectively introduce KitchenMate to new customers

• Coordinate and execute new client launches
• Conduct product demos and tasting sessions (when safe)
• Educate program administrators and end-customers
• Work cross-functionally to help improve the customer onboarding experience

3. Marketing Coordination – Work cross-functionally with sales, marketing, and culinary teams to coordinate and support marketing-related initiatives, including:

• Customer discovery (reach out, surveys, interviews, research, segmentation, targeted lists etc)
• Design & Content development (blog, social posts, ad creation, pitch decks etc)
• Digital marketing campaigns and growth marketing experiments

You must have:

• 1-2 years experience working in digital/phone customer service roles
• A thoughtful verbal and written communication style that inspires trust, builds rapport and enthusiasm
• The ability to empathetically ask questions, dig deep and uncover the truth
• The innate desire to go above and beyond for customers and your team
• A bias to action and the ability to think quickly under pressure
• A genuine curiosity to investigate and identify the root-cause of issues
• Keen attention to detail

You should have:

• A passion for food, cooking, nutrition, health & wellness, and/or sustainability
• A passion for people and helping them achieve their goals
• Familiarity with a customer support tool (eg Intercom, Zendesk, Olark, Scout etc)
• Foundational food knowledge to able to communicate our dishes and ingredients
• A technological bent and eye for process automation
• Basic data analysis and reporting skills

You should be:

• Friendly, empathetic, patient and personable even under stressful circumstances
• Relentlessly resourceful and entrepreneurial in nature
• Highly organized, self-directed and process-oriented
• A fast-learner and with an insatiable curiosity
• Unafraid to try, to test, to experiment and iterate
• Able to solve today-problems but also looks forward to the future

Bonus:

• Face-to-face customer service experience in the food, hospitality or retail industry
• Familiarity with G-suite, Slack, Intercom, Canva, Illustrator, Photoshop, Figma
• An understanding of corporate culture, HR, and health & wellness trends
• Desire to drive and coordinate internal culture and events
• Experience handling and serving food
• Startup experience or desire to contribute toward a startup organization as an early employee

Benefits of working at KitchenMate:

• Competitive Compensation
• Comprehensive Health and Dental benefits
• Meaningful equity in KitchenMate
• Flexible work schedules
• Location: Downtown Toronto (easily accessible via transit), Remote during COVID-19
• Dietitian consultation
• Meals and snacks (when in office)
• Annual Gym membership allowance
• Monthly book allowance

We work hard, but smart towards our mission as a team. We think from first principles, act with purpose, build trust, craft products, and keep pushing the bar higher.

Accommodations and Accessibility:

KitchenMate provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs.

Inclusion Statement:

At KitchenMate we are committed to building an environment where everyone feels included, valued, and heard. We know that diversity makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply. Experience comes in many forms – skills are transferable, and passion goes a long way. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

If KitchenMate sounds like a place for you to build your future, we’d love to meet you!

For more information about working at KitchenMate, see .

Expected salary:

Location: Toronto, ON

Job date: Fri, 29 Jan 2021 23:15:17 GMT