Customer Experience Team Lead

At Too Good To Go, we dream of a planet with no food waste.

Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. 

We are on a mission to change that - are you with us?

Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 133 Million users, and more than 517 million meals saved.

We’re proud of what we’ve achieved so far, but we are just at the start of our journey. 

We’re looking for an exceptional and passionate Customer Experience Team Lead to help us grow and develop our Global Customer Experience Team.

This role blends people leadership with high-level individual contribution. You will be responsible for both team growth and meeting your own operational performance benchmarks

This is a fully remote position, focused on managing agents in multiple EU countries

Your mission

As a Customer Experience Team Lead, you will act as a key operational leader and report to the Customer Experience Director of Operations. You will manage a diverse, multilingual team, ensuring they are not just hitting KPIs, but are empowered to deliver world-class support to our partners and users.

Your core mission is to develop and empower your team, foster pride in their work, and deliver an exceptional experience for both partners and users.

You are the engine room of the operation. Through effective scheduling, quality oversight, and strong SLA management, you ensure the day-to-day operation runs smoothly and reliably. You are a natural problem-solver: when you spot friction in the customer experience, you take ownership and drive solutions.

Thriving in a fast-paced, constantly evolving environment comes naturally to you. You embrace change with a positive, agile mindset and help your team stay focused, motivated, and resilient as priorities shift.

At the same time, you are a true champion for the planet. You ensure your team has the tools, knowledge, and confidence to help partners and users resolve their daily operational challenges quickly and effectively. By keeping everything running seamlessly, you help customers love using Too Good To Go and stay focused on our shared mission of reducing food waste.

Your role

• You oversee the daily operations & drive a high performance culture within your team & department, supporting them to achieve their KPIs & goals. 


• You are coordinated and aligned with the Director of Customer Experience and other teams, to ensure customer feedback and issues are acknowledged and followed up on internally or with partners. 


• You manage performance with empathy and accountability, supporting people to grow and succeed while ensuring the right outcomes for both individuals and the business


• You are a great coach ensuring your team answers enquiries over email, chat, social media and phone with exceptional quality.


• You proactively manage team schedules, monitor real-time workloads, and optimise staffing to ensure efficient service levels and balanced performance across the Global Customer experience team.


• You are responsible for the recruitment in your team, acting as a Hiring Manager and working closely with the People & Culture department to ensure we onboard the best talent! 


• Cultivate strategic partnerships with global peers to drive alignment on operational frameworks and methodologies, ensuring a cohesive and seamless approach across all regions


• Additional operational responsibilities including project support as required

Requirements

• You bring a track record of managing & coaching teams to deliver strong KPI performance and customer outcomes


• Proven Experience in multi-channel customer service teams, with a distinct preference for experience in both B2C and B2B environments.


• Demonstrated experience managing culturally diverse teams simultaneously across several countries also preferred


• You have full written and verbal proficiency in English, plus either Italian, Spanish, or Portuguese.


• You are experienced in working with performance metrics and have an analytical mindset


• Your way of working is solution-oriented, innovative and data-informed


• You are a team player, work in a structured manner and can thrive in ambiguous environments


• You have strong organisational skills - you have an eye for detail, you are great in administrative follow-ups


• You are experienced in using different CRM tools, Zendesk & Salesforce being a plus!


• You are a make it happen person who is excited to roll up your sleeves – but you also think about the longer-term business implications and requirements.


• Working somewhere where you can have a social and environmental impact is one of your absolute dreams. Sustainability is a great passion of yours and something that shines through in your professional and personal experiences.


• Previous experience working in a marketplace, a big platform, or the Food Industry will be a plus.

Our values

• We win together


• We raise the bar


• We keep it simple


• We build a legacy


• We care 

What we offer

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you can see real and tangible impact in your role.


• Working alongside an international community of users, partners and 1200+ colleagues across 21 countries that are on the same important mission.


• Personal and professional development opportunities in a fast-paced scale-up environment.


• An inclusive company culture where you can bring your authentic self to work


• A strong, values-driven team culture where we celebrate successes and socialise with colleagues that care.

How to apply

• We take recruitment very seriously, so please carefully read everything we have written above. Please also check our website and international media to get a good overview of Too Good To Go.


• Submit your CV and Cover letter in English.


• Please note that we only accept applications coming through our platform. No CV or Cover Letter will be accepted by email or LinkedIn direct messaging.


• The application process consists of a short video call with Talent Acquisition, followed by an interview with the Hiring Manager, a case study and a final interview with the VP of Global Care.

Too Good To Go is an equal opportunity employer

Job Ref - #LI-CT1

A Movement for Everyone
We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.
We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.