Customer Success Lead

The sweetgreen Customer Success Team represents the voice of the customer in the organization, and the Customer Success Lead is responsible for creating and implementing a variety of solutions that will support continuous improvement and ensure we deliver best-in-class, personalized customer experiences. This role goes beyond managing day-to-day customer support operations to driving customer-centric initiatives that enhance brand loyalty and business growth. The ideal candidate will have a passion for customer centricity, exhibit strong problem solving skills, and experience driving increased customer satisfaction.

Core Work Activities: 

Team Leadership:Coach, train, and support a team of junior CX associates 

• Create and implement training programs that empower the team to elevate every customer interaction
• Identify and resolve gaps in existing processes by creating and facilitating training and processes as needed (new SOPs + brand standards, refreshers, etc.)
•  Deliver timely and constructive feedback that empowers teams to provide exceptional customer experiences in-restaurant

Customer Success

• Partner with leadership to design and implement an omnichannel customer support strategy that spans in-store, digital, and delivery experiences, ensuring a seamless and unified brand experience
• Act as the steward of the escalation process for alleged food safety incidents or those that pose a risk to the brand, ensuring urgency, swift resolution, clear communication, and minimizing potential damage to the company's reputation
• Create and implement customer response plans to provide above and beyond recovery experiences that deepen the customer’s relationship to our brand and turn them into our biggest fans
• Create and implement processes to collaborate with the social team to enhance customer support across social channels, ensuring timely assistance and fostering strong connections through cohesive responses that align with brand standards

Systems Improvement + Analysis

• Create and drive the adoption of best-in-class customer support processes, AI-driven solutions, and automation to streamline workflows, improve response times, and optimize efficiency
• Identify trends and themes in customer pain points and collaborate cross-functionally to create and implement preventative measures; proactively create a better customer recovery experience
• Monitor and examine customer interactions and feedback to identify trends, report on key metrics (e.g., response times, satisfaction scores, customer sentiment), and develop actionable plans for enhancing the overall CX program + team function
• Interpret, analyze and report on customer service metrics and present findings to leadership, identifying trends and areas for improvement

Who you are:

• 5+ years of experience in customer experience or customer support roles, with a track record of leadership and customer-centric initiatives
• Strong passion for customer service, with a deep commitment to enhancing the customer experience at every interaction
• Proven ability to manage, mentor, and motivate team members to achieve performance goals
• Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and effectively
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers and internal teams
• Ability to work effectively with cross-functional teams to address customer concerns and drive solutions and improvements across the organization
• Demonstrated experience working collaboratively within a team to foster team success 
• Is adept at pattern recognition, and can act quickly to rally the right people to act on trends
• Proficient with google suite (mail, slides, docs, sheets)
• Has the ability to thrive in a fast-paced, constantly changing environment while working with our team to achieve shared goals. Can handle multiple work streams with excellent time management skills

What you'll get:

• Highly competitive pay + bonus plan
• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k program
• Employee HSA and FSA
• Complimentary greens
• An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
• To live the sweetlife and celebrate your passion + purpose
• A collaborative team of people who live our core values and have your back
• A clear career path with opportunities for development, both pe