Customer Care IT Manager (m/f)

HelloFresh, Berlin

Delivering great recipes and fresh ingredients to your home each week

At HelloFresh, we want to change the way people eat. Over the past 5 years we've seen this mission spread beyond our wildest dreams. So, how did we do it? Our weekly recipe boxes full of exciting recipes and lovingly sourced, fresh ingredients have blossomed into a community of inspired, energised home cooks that expands across the globe. We’re now active and growing in 9 different countries in 3 continents. 

Our story started in Berlin. As Europe’s tech hub, and the home of our global headquarters, it’s a dynamic, progressive environment where innovation is nurtured and promoted. Since we started, we’ve worked exceptionally hard and we’ve raised more than US$ 350 million in investment which together have allowed us to create an award winning product and become one of the top 3 largest companies to come out of Europe over the past 5 years.

As part of the Global IT Infrastructure team, the Customer Care IT Manager will be in charge of all IT aspects of our customer care teams around the world. This role requires IT/engineering/sys admin skills along with sound business understanding and ability to implement change in line with business needs. If this is the challenge you've been looking for, come join our HelloTech team and help us to build a fresh food global champion!


About the job

  • Manage all on-going IT aspects of customer care
  • Implement new IT initiatives in line with business plan
  • Manage all Customer Care related systems: licensing, contracts, billing, reporting, backups & disaster recovery
  • Manage vendors: optimise relationships, agreements and SLAs with IT vendors
  • End-to-end ownership of all user provisioning aspects
  • Optimise and establish onboarding and offboarding processes from IT standpoint
  • Manage Customer Care hardware portfolio (phones, screens, PCs, etc.)


Who we’re looking for

The ideal candidate will

  • 4+ years of relevant experience in managing IT in Customer Care environment
  • Have a sound understanding of business needs: reduction of customer care costs, seamless agent experience cross-systems with comprehensive/accurate data
  • Strive to improve systems and set-up to better meet business needs
  • Be a team player
  • Have strong communication skills (written/oral)
  • Be willing to travel occasionally  
  • Deep technical expertise (see below)


Technical skills and experience

  • Solid understanding of VoIP principles including systems and components
  • Experience in managing highly technical IT-related projects
  • Ability to work independently, identify patterns and failures and drive resolution
  • Strong attention to detail, demonstrable logical thinking 
  • Strong technical, analytical and problem solving skills
  • Diverse knowledge in IT environments
  • General understanding of required APIs between systems to optimise agent/customer experience 
  • Have full awareness of all tech aspects to support pilot or full implementation of any new platform e.g. Kustomer, Avaya, Genesis etc


What we offer

  • You take responsibility from Day 1
  • You work in a young and dynamic environment
  • HelloFresh is a place that lets you implement your own ideas
  • We work from a modern office in the heart of Berlin
  • A competitive salary for the startup job market
  • Autonomy and support to implement processes and strategies as you find convenient


Are you up for a challenge?

Please submit your complete application below including your earliest starting date and salary expectations.

About HelloFresh

HelloFresh is a multinational meal delivery service with a presence in several Western European and North American countries, as well as Australia. The company was founded in 2011 in Berlin by Dominik Richter, Thomas Griesel and Jessica Nilsson.

Want to learn more about HelloFresh? Visit http://www.hellofresh.de