Customer Experience Associate

Customer Experience Associate

Founded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at homechef.com and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are.

In 2023, Home Chef introduced a new brand, Tempo! Tempo features a rotating selection of ready-to-heat meals delivered directly to your door. These meals are better-for-you versions of familiar favorites, designed to save you time and reduce stress while maintaining a healthy lifestyle. Our Tempo menu includes options that are protein-packed, fiber-rich, calorie and carb conscious, keto-friendly, and dietitian-approved.

The Customer Experience Associate position operates Monday - Friday from 10 a.m. to 6 : 30 p.m. CST. Please note : the training for this role begins on Monday, January 5th, 2026 and runs for 3 weeks, Monday - Friday 9 a.m. to 5 : 30 p.m. CST. It is a requirement that all new hires are available to attend for the entirety of the training.

Our Customer Experience Associate serves as the front line of communication between the company and our customers. Representatives will respond to customer issues, complaints, and inquiries via phone, email, and chat.

The Customer Experience Associate is primarily responsible for handling fundamental customer issues such as making account updates, assisting with the use of the platform, and documenting incidents via live support channels. You will train and learn the platforms basics and use in-house resources, problem-solving, and people skills to support customers. We aim to live our values in every interaction and are looking for Customer Support Associates who care deeply about making everyday lives easier.

As a Customer Support Associate, you will spend your productive time working directly with customers via chat, phone, or email.

Detailed Responsibilities Our shift schedules remain static (the days you work) but your activities per shift will remain fluid and may change depending on business needs. Flexibility and adaptability are required when approaching daily ticket handling responsibilities. Participate in Ticket Handling :

• Assist customers via incoming phone calls.
• Spend up to 24 hours per week on the phone channel.
• Shows up to each shift, spending the proper scheduled amount of time online.
• Does not miss or decline phone calls unless communicated to team lead.
• Averages around 10 calls per hour.
• Assist customers via inbound email and web form tickets.
• Spend up to 10 hours per week on the email channel
• Shows up to each shift, replying to roughly 12 email tickets per hour.
• Cleans out personal 'inbox' daily, responding to all replies within 24 hours.
• Assist customers via inbound AI chat (helpshift).
• Spends up to 12 hours per week on the chat channel.
• Responds to each chat within a defined SLA period.

Research and Understand Current Trends and Issues from Customers

Qualifications The requirements listed below are representative of the knowledge, skill, ability, and / or other characteristics needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

Perks and benefits

How We Work Together

Be at Home at Home Chef

We all show up authentically at Home Chef. Our team includes individuals with a variety of identities, backgrounds, and perspectives. You can trust that you'll be able to bring your whole self to an inclusive and enjoyable workplace.

We welcome people of all races, colors, religions, national origin or ancestry, sex (including sexual identity), age, physical or mental disabilities, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged / sealed convictions, or any other legally recognized protected basis under federal, state, or local law.

Home Chef is committed to the full inclusion of all qualified individuals. As part of this commitment, Home Chef will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our People team at hr@homechef.com.

Home Chef offers the base salary range as posted below, with the exact offer depending on factors such as geographic location, experience, skills, and internal equity. While compensation is within the provided range, it is not typical for offers to be made at the upper end. In addition to base salary, Home Chef provides a comprehensive benefits package, including healthcare coverage, 401k match, and paid time off.

California Pay Range : $17.50 - $17.50 USD

Maryland Pay Range : $17.50 - $17.50 USD

Illinois Pay Range : $17.50 - $17.50 USD