Summary

We’re looking for a Customer Care Manager who is deeply customer-obsessed and energized by finding ways to go the extra mile. You’ll lead the day-to-day operations and strategy of our Customer Experience team, managing and coaching representatives while building the systems, tools, and processes that deliver exceptional, personalized support at scale. This is a hands-on role for someone who blends empathy with operational excellence and uses data to continuously improve the member experience.

Responsibilities

• Lead, coach, and develop a team of Customer Care Representatives to deliver
  warm, thoughtful, and solution-oriented support
• Champion a customer-first culture, empowering the team to go above and
  beyond to create memorable experiences
• Own day-to-day support operations across all channels (email, chat, SMS),
  ensuring fast, high-quality, and human service
• Define and monitor KPIs and SLAs (CSAT, time to response, resolution time,
  retention impact, quality scores) and drive accountability to results
• Use customer insights and data to proactively identify friction, reduce contacts,
  and improve retention and loyalty
• Manage staffing, scheduling, and workforce planning for the Customer
• Experience team, including training and peak demand coverage
• Serve as the primary escalation point for complex and sensitive customer issues,
  including legal, food safety, and FSQA-related cases
• Act as the main internal voice of the customer, partnering with Ecommerce,
  Technology, Ops, and Food teams to share trends, top issues, and insights that
  shape new features, launches, and improvements
• Improve and scale onboarding, training, and SOPs to ensure consistent, highquality support
• Optimize and maintain our help desk workflows (Kustomer), automation, and
  reporting
• Partner cross-functionally to address root causes and create seamless end-toend experiences
• Balance the needs of customers, agents, and the business to deliver service that
  is empathetic, efficient, and scalable

Requirements

• A customer-obsessed leader who believes service is a growth lever, not a cost
  center
• 7+ years of customer service or customer experience operations experience
• 3+ years directly managing customer support or call center teams
• Experience leading Customer Care at a DTC/ecommerce brand is required
• Fully proficient in Kustomer or a similar help desk platform (Zendesk, Gorgias,
• Salesforce Service Cloud, etc.), including workflow design and reporting
• Shopify Plus experience strongly preferred
• Strong operational thinker with a data-driven mindset who uses metrics to guide
  decisions
• Proven track record of improving processes and increasing both efficiency and
  customer satisfaction
• Experience managing escalations and working cross-functionally with Legal,
• Food Safety, Ops, and Product teams
• Hands-on and willing to jump in when needed - no task is too small
• Empathetic, calm under pressure, and skilled at coaching others through
  challenging situations

About Us