Team Lead, Consumer Loyalty

Summary

The Team Lead, Consumer Loyalty provides day-to-day guidance and support to hourly team members who engage directly with consumers. This role helps ensure that frontline interactions meet Chobani’s service standards by overseeing daily workloads, offering coaching in real time, supporting quality checks, and serving as a resource for questions or escalations. The Team Lead works closely with specialists and leadership to keep processes consistent, maintain accurate information for the team, and create a positive, productive environment for hourly staff. This position is focused on frontline leadership—not enterprise strategy—and plays a critical part in delivering a smooth, consumer-first experience.

Responsibilities

•    Oversee daily operations for a group of consumer loyalty staff, including monitoring queues, assigning work, and ensuring service levels are met.
•    Provide real-time support to team members by answering questions, clarifying guidance, and helping navigate consumer issues.
•    Conduct routine quality checks on written and verbal interactions; provide clear, constructive feedback to support continuous improvement.
•    Assist with onboarding and training for new team members and support ongoing development for existing staff.
•    Serve as the first point of escalation for complex consumer inquiries before directing issues to leadership when needed.
•    Help maintain updated reference materials and ensure team members have access to current product, process, and messaging information.
•    Support adherence to department policies, procedures, and consumer experience standards.
•    Monitor daily workloads and identify potential bottlenecks or staffing needs, communicating promptly with leadership.
•    Foster a supportive, team-oriented culture focused on accuracy, empathy, and consumer satisfaction.
•    Contribute observations and feedback to leadership to help identify training gaps, emerging issues, or opportunities for operational improvement.
•    Participate in special projects or assigned tasks as needed.

Requirements

•    College degree, high school diploma or equivalent; combination of education and experience; additional education or relevant coursework preferred.
•    4+ years of experience in consumer-facing roles, preferably within a contact center or high-volume environment.
•    Previous mentorship, lead, or peer-coach experience is strongly preferred.
•    Strong written and verbal communication skills and the ability to provide clear, actionable feedback.
•    Excellent attention to detail, organization, and follow-through.
•    Ability to remain calm and solution-focused when supporting team members through challenging consumer situations.
•    Comfortable using MS Office and learning new systems or tools used in consumer engagement.
•    Ability to work on-site as required and support team needs in a fast-paced environment.

About Us 

Chobani is a food maker with a mission of making high-quality and nutritious food accessible to more people, while elevating our communities and making the world a healthier place. In short: making good food for all. In support of this mission, Chobani is a purpose-driven, people-first, food-and-wellness-focused company, and has been since its founding in 2005 by Hamdi Ulukaya, an immigrant to the U.S. The Company manufactures yogurt, oat milk, and creamers – Chobani yogurt is America's No.1 yogurt brand, made with natural ingredients without artificial preservatives. Following the 2023 acquisition of La Colombe, a leading coffee roaster with a shared commitment to quality, craftmanship and impact, the Company began selling cold-pressed espresso and lattes on tap at cafés nationwide, as well as Ready to Drink (RTD) coffee beverages at retail. In 2025, Chobani acquired Daily Harvest, a modern brand offering consumers nutritious, delicious and convenient ready-to-make meals.

  
Chobani uses food as a force for good in the world – putting humanity first in everything it does. The company's philanthropic efforts prioritize giving back to its communities and beyond. Chobani manufactures its products in New York, Idaho, Michigan and Australia, and its products are available throughout North America and distributed in Australia and other select markets. 

For more information, please visit  www.chobani.com or follow us on Facebook, Twitter, Instagram and LinkedIn. 

Chobani is an equal opportunity employer. Chobani will not discriminate against any applicant for employment on any basis including, but not limited to race, color, religion, sex, sexual ori