Customer Service Team Leader (Front End Support Manager)

Whole Foods - Irving, TX

Full-time - Mid Level

Irving, TX

5,001-10,000 employees

Food and Beverage Retailers

About the position

The Team Leader at Whole Foods Market is responsible for overseeing the Customer Service and E-Commerce programs, ensuring a seamless checkout experience and efficient grocery delivery and pickup services. This role emphasizes safety, quality, team productivity, and effective program execution while managing daily operations and performance metrics. The Team Leader also plays a crucial role in developing team members and maintaining compliance with health and safety regulations.

Responsibilities

• Deliver outstanding customer experience and hold all Team Members accountable for customer service.
• Establish clear expectations for balancing in-store customer service and completing online orders.
• Monitor in-store and online customer flow; assign tasks to balance customer needs.
• Maintain the integrity of the schedule to meet in-store customer needs and online order capacity.
• Sustain knowledge of competitors and industry trends.
• Ensure effective responses to customer questions and concerns.
• Establish collaborative relationships with departmental leaders and partners.
• Foster a positive environment of teamwork and morale.
• Maintain Team Member safety and security standards.
• Ensure compliance with regulatory rules and standards.
• Complete hiring and separation decisions in partnership with Store Leadership.
• Develop, coach, mentor, and motivate Team Members to sustain high performance.
• Provide timely and thorough performance evaluations.
• Maintain cleanliness of workspaces and security of equipment.
• Identify process improvement opportunities.
• Communicate and model WFM core values and leadership principles.

Requirements

• 24+ months retail experience including 12+ months of team leadership experience.
• Experience leading high-volume teams.
• Ability to take ownership of work and team availability for overtime during peak seasons.

Nice-to-haves

• Thrives in an ambiguous environment and motivates team to deliver.
• Enjoys analytical work and using data for solutions.
• Values long-term thinking and large-scale impact.

Benefits

• Competitive salary
• Health insurance
• 401(k) plan
• Employee discounts
• Paid time off
• Flexible scheduling