Team Lead, Consumer Loyalty

Chobani

2d • $65,000 - $80,000 • Onsite

About The Position

The Team Lead, Consumer Loyalty provides day-to-day guidance and support to hourly team members who engage directly with consumers. This role helps ensure that frontline interactions meet Chobani’s service standards by overseeing daily workloads, offering coaching in real time, supporting quality checks, and serving as a resource for questions or escalations. The Team Lead works closely with specialists and leadership to keep processes consistent, maintain accurate information for the team, and create a positive, productive environment for hourly staff. This position is focused on frontline leadership—not enterprise strategy—and plays a critical part in delivering a smooth, consumer-first experience.

Requirements

• College degree, high school diploma or equivalent; combination of education and experience; additional education or relevant coursework preferred.
• 4+ years of experience in consumer-facing roles, preferably within a contact center or high-volume environment.
• Previous mentorship, lead, or peer-coach experience is strongly preferred.
• Strong written and verbal communication skills and the ability to provide clear, actionable feedback.
• Excellent attention to detail, organization, and follow-through.
• Ability to remain calm and solution-focused when supporting team members through challenging consumer situations.
• Comfortable using MS Office and learning new systems or tools used in consumer engagement.
• Ability to work on-site as required and support team needs in a fast-paced environment.

Responsibilities

• Oversee daily operations for a group of consumer loyalty staff, including monitoring queues, assigning work, and ensuring service levels are met.
• Provide real-time support to team members by answering questions, clarifying guidance, and helping navigate consumer issues.
• Conduct routine quality checks on written and verbal interactions; provide clear, constructive feedback to support continuous improvement.
• Assist with onboarding and training for new team members and support ongoing development for existing staff.
• Serve as the first point of escalation for complex consumer inquiries before directing issues to leadership when needed.
• Help maintain updated reference materials and ensure team members have access to current product, process, and messaging information.
• Support adherence to department policies, procedures, and consumer experience standards.
• Monitor daily workloads and identify potential bottlenecks or staffing needs, communicating promptly with leadership.
• Foster a supportive, team-oriented culture focused on accuracy, empathy, and consumer satisfaction.
• Contribute observations and feedback to leadership to help identify training gaps, emerging issues, or opportunities for operational improvement.
• Participate in special projects or assigned tasks as needed.

Benefits

• Chobani provides a comprehensive benefits package, including medical, dental, vision coverage, disability insurance, health savings account, flexible spending accounts, and tuition reimbursement.
• To help save for the future, all employees are eligible for a 401k match of 100% on up to 5% of eligible pay.
• To support growing families, we provide fertility and childcare assistance, and 12 weeks of parental leave at full pay after six months of continuous employment.
• In addition, we provide wellness resources which include an employee assistance program, fitness discounts, a wellness reimbursement, on-site gym access (certain locations) and a monthly wellness newsletter to connect you with resources and timely information.
• We offer various types of paid time of including: 120 hours of paid time off, 11 holidays, paid volunteer time off and military service leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees