Community CX Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Actively gather customer feedback from Trustpilot, BBB, Junip, and other review and complaint platforms.

• Manage high-severity and sensitive escalations by utilizing playbooks and engaging Operations or Legal when necessary.

• Transform escalation patterns into proactive solutions, including updates in training, coaching, and process modifications.

• Collaborate with Product, Operations, and Legal to address recurring themes in complaints.

• Develop and maintain the voice, tone, and community presence for Grüns’ emerging brands from their inception to scaling.

• Ensure that every new brand is fully prepared for customer engagement on its launch day.

• Work alongside the Community CX Manager to uphold shared standards while preserving unique brand identities.

• Report directly to the Director of CX.

⛳️ Requirements

• 3–4+ years of experience in customer experience (CX), community management, or complaint resolution.

• Profound expertise in customer experience beyond just social media or marketing facets.

• Knowledge of help desk operations, prioritization, service level agreements (SLAs), and closing the customer feedback loop.

• Practical experience with review or complaint platforms such as Trustpilot, BBB, Junip, or equivalent.

• Proactive collaboration across functions, particularly with CX and Community teams.

• Experience in crafting the voice and tone for a new or emerging brand from the ground up.

• Public-facing experience, including responding to customer comments or reviews.

• Familiarity with CRM systems like Gladly, Zendesk, or Gorgias.

• Proficient in using Shopify and Loop Returns.

• Ability to identify issues proactively and suggest appropriate solutions.

• Sound judgment in determining when complaints should be escalated.

• Comfortable creating processes from scratch.

🏝️ Benefits

• Base salary range of $90,000–$100,000 plus bonus based on experience.

• Comprehensive benefits package.

• Highly competitive compensation.

• Opportunities for career advancement.

• Extensive benefits coverage for employees and their families.

• Generous paid time off (PTO).

• Complimentary Grüns products.

• Additional health and wellness benefits.

• Biannual company off-sites.