We’re looking for an experienced Customer Experience Manager to lead and optimize our customer support team and tools, particularly Zendesk, to deliver an exceptional customer experience. You’ll oversee day-to-day operations, develop customer-focused initiatives, and collaborate closely with our eCommerce team to drive improvements and retain satisfied customers.

Who You Are:

You’re creative, proactive, and have a knack for problem-solving and bringing fresh ideas to the table. You thrive in cross-functional environments, work well with diverse teams, and communicate effectively with both internal teams and customers. You bring a hands-on, entrepreneurial spirit to everything you do, and you’re committed to building a top-notch customer experience that aligns with our values.

Key Responsibilities:

Team Management

• Lead, mentor, and manage a team of customer support representatives to provide exceptional service.
• Conduct regular performance reviews and create development opportunities to drive team growth and engagement.
• Foster a positive, collaborative, and customer-first team culture.

Zendesk Optimization

• Optimize and configure Zendesk to enhance efficiency and customer experience.
• Implement best practices for ticket management, automation, and workflows within Zendesk.
• Collaborate with product teams to create macros and streamline support processes for timely responses without compromising satisfaction.

Documentation and Reporting

• Develop and maintain comprehensive customer experience metrics, including CSAT, NPS, response times, and resolution rates.
• Analyze data to spot trends and improvement areas, presenting actionable insights to senior leadership regularly.
• Maintain historical performance data and provide monthly, quarterly, and ad hoc reports.

Proactive Retention Tactics

• Design and implement strategies to reduce customer churn and increase loyalty.
• Identify at-risk customers through behavior monitoring and targeted retention plans.
• Work with marketing and sales to create retention-focused campaigns.

Customer Ticket Management

• Manage customer inquiries directly to stay connected with our customer base and anticipate their needs.
• Track trends in customer feedback and communicate them with management for proactive improvements.
• Oversee social media interactions, ensuring timely and effective responses to all inquiries.

Cross-Functional Collaboration

• Partner with the eCommerce team to prioritize and implement customer feedback on new features.
• Advocate for customers in product development discussions, ensuring their needs are a top priority.
• Collaborate on testing and launching new functionalities that enhance customer experience.

Qualifications:

• Bachelor’s degree in business, communications, hospitality, marketing, or a related field preferred.
• 3+ years of customer experience management, with at least 1 year in a leadership role.
• Proven expertise with the Zendesk platform.
• Experience in the CPG (Consumer Packaged Goods) space.
• Strong analytical skills and experience with customer experience metrics.
• Experience in developing and executing retention strategies.
• Excellent communication skills, both written and verbal, with a talent for building cross-functional relationships.
• Highly organized and capable of managing multiple projects.

SYSTM Foods is at the forefront of the beverage industry, dedicated to better-for-you functional beverages that prioritize wellness, taste, and innovation. We proudly own a portfolio of top-tier brands, each representing a unique wellness benefit, from organic and fair-trade coffee to plant-based protein and low-sugar gut health beverages. Our brands include REBBL, Chameleon Organic Coffee, and HUMM Kombucha—pioneers in high-quality, functional refreshment. We’re not just building brands; we’re paving the way for the future of functional beverages.

If you’re ready to shape the future of functional beverages and deliver a top-tier customer experience, we’d love to meet you. Apply today!