a day in the life of a customer care specialist by kelly wilskyA Day in the Life of a Customer Care Specialist

Hi! My name is Kelly, and I’m a Customer Care Specialist here at Too Good To Go. I’m originally from Texas and spent several years living in Paris, France and Oxford, UK before making the leap to New York. My background is in luxury travel, and researching restaurants around the globe for my clients’ itineraries was my favorite part of my previous job. With Too Good To Go, I’m so happy to have the chance to explore my love of food and sustainability with a team of kind and passionate international colleagues.

As a Customer Care Specialist, my number one mission is ensuring that our users have the best possible experience by responding to their inquiries. I also take the lead on analyzing the Success team’s weekly metrics and serve as our team’s Happiness Manager, celebrating my teammates’ milestones and organizing group lunches, happy hours, and games.

Today, I’ll walk you through a day in the life of a Customer Care Specialist!

8:00 AM

I have a huge sweet tooth and love baking my own treats. Last night’s Surprise Bag pick-up from my favorite vegan bakery, Clementine, was what got me out of bed this morning (their pecan sticky bun is to die for). Their sister bakery Le Petit Monstre is also a Too Good To Go partner, so I’m looking forward to picking up a Surprise Bag from there one of these days!

9:00 AM

I’m a bit of a data nerd, so I like to kick off the workday with a look at our team’s metrics. I find it interesting to dive into our numbers and analyze trends and changes, as well as see all the great progress we make as our team continues to grow! We keep a constant eye on the number of tickets we answer, our average wait and handling times, and most importantly - our customer satisfaction score.

10:00 AM

I present this data during our weekly Key Insights meeting, which is the Customer Care team’s chance to share any user feedback we’ve gathered that could lead to improvements in the app or our internal processes. As the frontline group in constant contact with our customers, it’s super important for us to keep our finger on the pulse, and these new ideas can lead to opportunities for cross-departmental collaboration!

11:00 AM

Time to focus on responding to our users. In addition to replying to their messages, I act as a liaison between our customers and partner stores if issues or educational opportunities arise. I’m really proud to work on a team that keeps our food waste mission top of mind with every customer interaction. We always take the time to educate our users on date labeling and share creative tips for how to repurpose the items they receive in Surprise Bags, as these small acts can save even more food from going to waste!

12:00 PM

As the company has been expanding across the country and reaching new users and stores, our customer inquiries have naturally increased as well. Today, we organized a Customer Care Party for volunteers from across departments to lend a hand with tickets and gain firsthand experience with speaking to our users. To spice it up, we had a Zoom background competition, a dance party, and a round of Too Good To Go trivia. My favorite Too Good To Go value is “we fight together” and I definitely felt that one team energy!

1:00 PM

We had some new Success Team colleagues from Chicago with us in the New York office this week, so we celebrated the chance to meet in person for the first time with a picnic at Little Island. This Happiness Manager might’ve gotten a little too happy with the grocery shopping (is 5 pounds of cheese too much for 10 people??), so we all got to take a homemade Surprise Bag of leftovers home with us.

4:30 PM

Today was also my teammates’ one-year work anniversary, so I compiled some kind words of appreciation from the team in honor of the day. Even though we’re spread out across the country, the Success team is a tight-knit group that always takes the time to celebrate each others’ wins!

6:00 PM

I’ve been heavily inspired by the wholesome perfection of The Great British Bake Off this past year, and I love to unwind after work with a bit of baking. I had a few ingredients I needed to use up today, so I opted for these olive oil lemon bars that I’ll share with my roommates!

Thanks so much for coming along with me today! 

Too Good To Go is currently hiring all around the country - to learn more about our job opportunities, click here.