We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!

About The Role

We are seeking a highly motivated and detail-oriented Customer Experience Manager to lead our CX team and drive exceptional customer experiences. In this role, you will be responsible for guiding a team of CX Agents and Team Leads, analyzing data to inform strategy, streamlining workflows, and acting as a key liaison between CX and other departments. Your leadership will play a big role in building loyalty, trust, and advocacy among our customers while helping the business grow.

In this role, you will:

• Build, mentor, and lead a high-performing customer experience team, including CX Agents and Team Leads, ensuring they meet and exceed KPIs.
• Analyze customer feedback, performance metrics, and trends to inform and refine CX strategies.
• Identify inefficiencies in CX workflows and implement process improvements to optimize operations.
• Act as a liaison between the CX team and other departments to ensure seamless communication and collaboration.
• Manage customer escalations and develop crisis protocols to address critical situations effectively.
• Lead initiatives to enhance customer satisfaction, retention rates, and lifetime value across all channels.
• Use customer feedback, analytics, and market research to identify trends and address pain points, delivering actionable insights that improve the customer experience.
• Establish metrics and KPIs to measure customer experience initiatives' effectiveness.
• Oversee the customer support function, ensuring timely and effective resolution of customer inquiries and issues.
• Serve as the voice of the customer within the organization, ensuring that customer insights are integrated into product development, marketing campaigns, and operational strategies.
• Design and execute initiatives to gather customer feedback through surveys, reviews, and social media monitoring.
• Identify and implement creative solutions and technologies to elevate the customer experience.
  
  

We're looking for someone who:

• 5+ years of experience in customer experience, customer success, or related fields, with a strong preference for backgrounds in the CPG or wellness industries.
• 2+ years of proven leadership experience managing and developing high-performing teams.
• Proven track record of developing and executing customer experience strategies.
• Strong leadership skills with experience managing and developing teams.
• Exceptional interpersonal and communication skills.
• In-depth understanding of customer journey mapping, customer satisfaction metrics, and customer support.
• Data-driven mindset with the ability to translate insights into actionable strategies.
• Proficiency in CRM tools such as Gorgias, Gladly, or Zendesk.
• Experience with Medallia Agent Connect (or similar) for customer satisfaction insights.
• Familiarity with Skio (or similar subscription management platforms).
• Proficient in Google Sheets/Excel, Shopify, and Loop Returns.
• Comfortable using tools like Notion, Canva, or Lessonly (or similar).
  
  

Bonus points for:

• Experience with subscription-based products.
• Experience building and managing teams internationally, including utilizing BPO (Business Process Outsourcing) partners.
• Experience using AI/automation to improve support times.
  
  

A bit about us...

At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.

Like you, we were disappointed. There's an infinite number of "nutrition" companies, all focused on what's best for them — not what's best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We've seen it all.

So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.

Our culture:

• Autonomy: Only the best work at Grüns. We're all confident, independent leaders. We are proactive. We find opportunities for improvement. Don't ask; just do. When our actions impact other areas of the organization, we communicate with those functional leaders to ensure connectivity.
• Growth: We love to take on new challenges, learn new things, and express interest in new functions. "I've never done this before" is not an excuse; it's an opportunity.
• Community: We care deeply about each other. We're good humans and provide support wherever we can. We care, not just professionally but personally as well.
  
  

Compensation & Perks!

For every role, we aim to have highly competitive compensation -- and equity, as our growth should lead to your growth.

We have a fully remote, high-trust work environment - but also come together on a quarterly basis for amazing off-sites where we can connect IRL.

Everyone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family. We have unlimited PTO. And everyone who joins gets a free Grüns subscription, a $150/month wellness bonus, and an Oura ring and membership to track their health.