Do you thrive in a fast-paced start-up environment and want to lead a high-performing team at one of the fastest-growing functional beverage companies in the U.S.? We are seeking a highly motivated Customer Experience professional to lead the development and execution of our CX strategy. In this role, you will create and implement policies, SOPs, and service standards across all B2B and B2C touchpoints, while building scalable workflows in Zoho Desk, Recharge, and other tools. You will be responsible for defining and tracking key performance metrics—including FCR, CSAT, NPS, review velocity, and escalation rate—to drive service excellence. Partnering closely with marketing, sales, and operations, you will help maintain a unified brand voice and ensure proactive communication with our customers. Additionally, you will establish feedback loops that directly inform product, packaging, and messaging improvements, making a measurable impact on the overall customer journey.

QUALIFICATIONS

• 4+ years in customer experience, customer service, or account management—ideally in CPG, food & beverage, or ecommerce
• Hands-on experience with support platforms and subscription. (A plus if experience is Zoho Desk, Gorgias, Zendesk, Recharge, etc.)
• Track record of building or optimizing CX processes in a fast-growth environment
• Strong written and verbal communication skills with a customer-first mindset
• Comfort working in a lean team where you’ll be both the strategist and the executor
• Experience with retailer portals (Amazon Seller Central, Walmart Supplier Center) a plus

WHAT YOU’LL DO

• Respond to customer inquiries via email, social media, phone, and retailer platforms (Amazon, Walmart, etc.)
• Monitor subscriptions (billing, skips, swaps, renewals) for proactive retention and resolutions
• Build process and monitor and respond to product reviews and Q&A across the total digital footprint
• Handle escalations from distributors, retail partners, and key accounts
• Manage secure account logins and credentials via NordPass
• Turn complaints into loyalty moments and brand advocates

SUCCESS IN THIS ROLE LOOKS LIKE:

• Response times and resolution rates exceeding industry benchmarks
• Proactive CX processes in place within 90 days
• Measurable lift in customer retention, reviews, and subscription health
• A clear, scalable plan for growing the CX team over the next 12–18 months
• Partner cross departmentally to ensure best-in-class resolutions and processes

THE PAY RANGE FOR THIS ROLE IS:

60,000 - 75,000 USD per year(Remote (United States)