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Head of Customer Support



Customer Service
Chicago, IL, USA
Posted on Wednesday, February 28, 2024
We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie.
Tovala needs a leader to oversee our Customer Support team on a full-time basis. In this role you will take responsibility for the overall strategy, planning and management of the internal customer support team, as well as, managing our third party BPO, ensuring our customers have an outstanding experience. You will be charged with ensuring the department can scale effectively along with our rapidly growing customer base. This role is perfect for you if you thrive in a fast-paced environment and are interested in making your mark on a growing food/tech company.

How you'll spend your time at Tovala

  • Set strategy, vision and structure for the team and oversee the day to day operation
  • Create processes and systems that will allow us to scale while providing a consistent, exemplary experience for our customers, and help us achieve our goals
  • Oversee hiring, orientation and development of a robust training program
  • Develop and implement customer support policies, procedures, and regulations necessary for ensuring a satisfied customer base
  • Establish goals and monitor KPIs for the internal team
  • Manage third party BPO, establish goals and monitor KPIs, ensuring outstanding customer experience
  • Oversee the deployment of tools to monitor team KPIs
  • Responsible for the development and administration of annual budgets and authorization of associated expenditures
  • Develop data-driven business cases to drive prioritization of customer facing and internal product improvements; work cross-functionally to implement
  • Act as a liaison with other functions including marketing, product and tech, culinary, and facilities, to drive strong communication flow and ensure CS team is represented in key plans & decisions

About you

  • 5+ years experience leading and building successful customer support teams
  • Track record of operational improvements, designing processes, establishing metrics, and managing the operations of a team of 10-30 agents and lead agents, preferably both internal and at a BPO partner
  • Strong people management experience and enthusiasm for facilitating a culture of learning and development
  • Good quantitative analysis skills in e.g. spreadsheet tools and preferably additional BI tools; data-driven approach to problem-solving; strong preference for Zendesk mastery
  • Comfortable managing a fast paced, customer-facing, business critical response.
  • Comfortable leading a front line team, who would be staffed on evenings and weekends and will need occasional support outside of business hours
  • You're interested in startups and excited to work in a fast-paced environmentFood has played (or continues to play) an important role in your life

Perks of the job

  • Comprehensive healthcare coverage we really invest in
  • Paid time off you're encouraged to take
  • Transportation/health savings accounts
  • A free Tovala Smart Oven and discounted Tovala Meals
  • Company ownership (options)
The values we hold dear
Put the team first
We put what is best for the broader team ahead of what is best for ourselves or our immediate department.
Get s#!t done (well)
We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do.
Connect the dots
We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.
Be Direct
We share our perspective openly and directly, even when it feels difficult to do so.
Embrace the obstacles
We rise to meet challenges with a sense of urgency, resolve, and optimism.
Champion the customer
We consider and prioritize our customer in all of our decisions
At Tovala we‘re committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!