Customer Experience Manager, Factor for Business

About Factor for Business and the Customer Experience Manager Role

This is a hybrid role to the NYC HelloFresh Headquarters

Factor for Business is a fast-growing channel bringing chef-crafted, dietitian-designed meals to companies of all sizes. Reporting to the Head of Factor for Business, you will join as a pivotal member of a lean, cross-functional team that’s building a key growth engine for Factor.

You will be the first Customer Experience hire, responsible for building the foundation that ensures the majority of our business customers get a seamless, reliable, and scalable experience. This is a high-impact role where you’ll manage our offshore support team, handle all customer escalations, and build our client lifecycle marketing function from the ground up.

You will…

• Build the function from the ground up: Develop and implement the processes for pooled support, escalations, and lifecycle marketing for our B2B customers.
• Manage our customer support team: Hire, train, and manage our offshore support team, developing the playbooks and SOPs they need to succeed.
• Act as the escalation point of contact: Serve as the "Tier 2" support for all customers, handling complex issues and escalations that our support team cannot.
• Own scalable customer success: Design and build our "one-to-many" client lifecycle marketing, including automated onboarding emails, feature announcements, loyalty initiatives and health monitoring.
• Leverage Hubspot and Shopify: Manage service tickets, onboarding workflows, and reporting to drive visibility and operational efficiency.
• Monitor customer health: Track usage patterns and churn indicators for our "pooled" customer segment and develop proactive, automated campaigns to address risks.
• Improve the customer experience: Collect and analyze feedback from customers, end users and internal teams to surface pain points and drive improvements.

You are…

• A builder and problem-solver: You thrive in ambiguity and like to create structure where none exists.
• Customer-obsessed: You understand how operational excellence and proactive communication directly shape customer loyalty.
• A team player: You thrive in a collaborative environment, actively sharing insights and supporting your colleagues to achieve shared goals.
• Detail-oriented and structured: You bring order to chaos, document well, and set up systems that others can easily follow.
• An owner: You take initiative, hold yourself accountable, and approach colleagues with a solution-first mindset.

You have…

• 4-8 years of experience in B2B customer operations, customer success, or customer experience.
• A track record of building and improving processes in fast-growing, ambiguous environments.
• Experience managing a customer support team or function (offshore experience is a plus).
• Excellent communication skills and the ability to work cross-functionally.
• Experience working in HubSpot (or similar CRM) to manage service tickets and customer communication workflows.
• Bonus: Experience using Shopify or working in food, delivery, or logistics.

You’ll get… 

• Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
• Generous PTO, including sabbatical, and parental leave of up to 16 weeks
• Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education (upon 2 years of service)
• Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)   
• Access to Employee Resource Groups that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, and LGBTQ+
• Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.