The Customer Support Supervisor directly manages a small team of Customer Support Specialists to provide an excellent experience to Thistle customers across multiple channels. This position serves as the primary point of contact during Thistle deliveries, and will coordinate cross-functionally with our fulfillment, production, and culinary teams.
This role is 100% remote. The shift is Monday through Friday, and will start at 5 am (Eastern) on Mondays and Thursdays.
How you'll make a difference:
- Directly manage a small team of Customer Support Specialists to achieve individual and team performance metrics on multiple channels (phone, email, SMS, chat, social)
- Lead and support the team through ongoing coaching, training, and issue resolution
- Resolve customer escalations when additional attention or research is required
- Serve as the primary point of contact for other Thistle teams during delivery cycles
- Source and identify actionable trends to improve internal processes and reduce contact volume
- Own and drive projects to impact customer experience and team experience
- Foster culture of ownership, collaboration, and support on the team
Who you are:
- Bachelor’s degree or equivalent
- 4+ years experience in a customer service or customer success role
- 2+ years management experience in a B2C customer service environment
- Background or previous expertise in consumer subscription services
- Experience managing a team in a remote work environment
- Experience using data and metrics to make decisions
- Exceptional customer service skills and experience coaching those skills
- Experience with Google Sheets and Zendesk, or comparable CRMs
Thistle was founded in 2013 with a mission to make it easy to get and stay healthy while improving the sustainability of our food system. We deliver delicious, ready-to-eat plant-forward meals, snacks, and cold press juices to our customers’ doorsteps to empower our customers to improve personal and planetary health by eating more plants. To date we’ve delivered over 20 million nourishing meals to customers across the West and East Coast and we’re just getting started! The San Francisco Business Times named us one of the Top 100 Fastest Growing Private Companies in the Bay Area in 2023. Inc. awarded us Best in Business in 2022 among companies that “go above and beyond” in both food and sustainability sectors, and recognized us in the 2024 Inc. Regionals list of the fastest-growing companies in America by region.
We are mission-driven and share a growth mindset. Our values guide our approach to crafting our healthy products, solving problems, and working collaboratively. As a Thistler, you'll help transform the health of people and the planet by living our core values every day. Be Human: We’re always willing to learn and aim to empower the people around us.
Think Bigger: We’re here to do more today than we did yesterday, and we figure it out together. Build the Future: We tackle every day with the positive attitude of someone who can see the future and knows how bright it is.
Make a Lot with a Little: We get creative and look for ways our resources can take us as far as possible.
Lead with Purpose: Our mission guides our decisions and gives our work meaning.
Diversity, equity, and inclusion are essential values at Thistle. We know we do our best and most impactful work when we feel we are represented and belong. We're proud to actively recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
