Care Team Lead

Too Good To Go

Too Good To Go

People & HR
Metropolitan City of Milan, Italy
Posted on Tuesday, October 24, 2023

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 80 Million users, and more than 266 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 Care Team Lead to help us grow and develop our Global Care Team.

This role requires going to our Milan office 2-3 times per week. This position requires travelling to other European cities like Paris up to 6 times per year.

Your mission

Reporting to the Associate Director of our Global Care department, you will coach and inspire a team of 10+ Care Specialists in Italy and the United Kingdom. Your task is to nurture an environment where your team members can take responsibility for their performance and personal development.

Your role

  • You drive the results of your team members where everyone focuses on timely and effective responses to customer enquiries.
  • You maintain the excellent quality of our customer service while inspiring and empowering our customers towards more sustainable behaviour to help us grow our mission.
  • You drive the Care team dynamic and motivation.
  • You are coordinated and aligned with the Associate Director of Care and other teams, to ensure customer feedback and issues are acknowledged and followed up on internally or with partners.
  • You act as a Care Specialist yourself: answering enquiries over email, chat, SoMe and phone
  • You monitor and manage the workload and the performance of the Care 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!


  • You have previous experience in building and leading a team in Customer Care, Customer Service or Relationship Management. Some experience leading a team remotely will be a plus!
  • You have relevant experience in customer service, preferably both in a B2C and B2B environments.
  • You have full professional proficiency in English and Italian (C1). Being also fluent in French will be a big plus.
  • You are based (or willing to relocate to Milan) and open to come to the office a few days per week!
  • You are experienced in using different CRM tools.
  • You think analytically and are solution-oriented. You are a clear and comprehensive communicator and are able to draw on those skills to set the bar high and get team members to perform at their absolute best.
  • 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.
  • You are highly organised and can build structures and processes that meet business needs.
  • 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

Benefits & 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 1350+ colleagues across 17 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.

Work Flexibly

  • Enjoy hybrid working from our great offices, at home or abroad.
  • Extra parental leave and days off beyond local legislation and the option to take an extra week of unpaid leave
  • Health insurance and pension plans (subject to country of employment).
  • Time off: 5 additional holidays on top of the mandatory leave
  • Additional days off for significant life events

Celebrate and Socialise

  • Regular social events like summer and winter parties.
  • Coffee, snacks and fully-equipped kitchens.
  • Get to know our community with a monthly free Surprise Bag
  • Paid volunteer time through our Shareback volunteering programme
  • Women in the Workplace, P.R.I.D.E., People of Colour and Functionally Diverse Employee Resource Groups

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-CR1

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.