Customer Experience Manager

Snack Innovations is the parent company behind Drizzilicious, Smart Fries, Natural Endurance, and Sunday Snacks. Drizzilicious is our flagship growth brand, a drizzled mini rice cake snack with national distribution across Walmart, Target, Sam's Club, Costco, Kroger, Whole Foods, and Amazon. It has been recognized as a Bain Top Insurgent Brand and one of Numerator's fastest-growing CPG brands, built on a viral social following and a loyal, vocal customer base.
THE ROLE 
This role owns customer service for Snack Innovations end to end: the team, the CRM, the automations, and the AI chatbot. The goal is a support operation that runs efficiently in the back end and feels personal on the front end, like a family business, not a call center. We automate to save time, not to save on care  This person will own our customer service operation end to end: managing our customer service representatives, standing up the CRM and automation infrastructure behind the scenes, training AI chatbots to handle routine and high-volume questions, and building the QA tracking systems that catch issues. Every interaction, human or automated, should feel warm, responsive, and unmistakably Snack Innovations.

KEY RESPONSIBILITIES
Team & Service Management
• Manage, coach, and schedule a team of customer service representatives across email, social, and retail-platform channels.
• Set service standards, response-time targets, and tone-of-voice guidelines so every rep sounds like us, not a script.
• Train new hires and run ongoing coaching on product knowledge, brand voice, and escalation protocol.

CRM & Automation
• Build and maintain the CRM system (Gorgias) that houses customer history, order issues, and case status across every channel.
• Design automations and workflows that route, tag, and prioritize incoming inquiries without adding headcount.
• Identify which touchpoints should be automated for speed and which must stay human for sentiment and trust.

AI Chatbot & Emerging Tech
• Train, prompt, and continuously refine AI chatbots to handle FAQs, order status, and routine requests in our brand voice.
• Own the handoff logic between bot and human rep so escalations reach a person quickly and with full context.
• Evaluate and pilot new CX and support technology as the brand scales into new retailers and channels.

QA & Issue Tracking
• Build and run a systematic QA tracking process that logs product, packaging, and food-safety complaints in one place.
• Set clear thresholds for when a QA issue gets escalated internally, including to leadership and the quality team.
• Partner with QA and operations to close the loop with customers once an issue is resolved.

Omnichannel Experience
• Deliver a consistent experience across social DMs, email, retail-site reviews, and marketplace messaging.
• Monitor social and retail channels for customer sentiment and flag emerging issues before they spread.
• Work closely with the marketing and social teams during high-visibility moments, including viral or crisis situations.

WHAT SUCCESS LOOKS LIKE
• Every Drizzilicious customer feels heard, valued, and like they are talking to a real, caring team, whether their question was answered by a person or a bot.
• Response times drop and case volume per rep improves because the right things are automated, not because customers get a worse experience.
• QA issues are caught, tracked, and resolved through a repeatable system rather than one-off firefighting.
• Leadership has clear, real-time visibility into customer sentiment and issue trends across every channel.

QUALIFICATIONS
• 3 to -5+ years in customer experience, customer service, or CX operations, ideally at a CPG or consumer brand with significant social, digital, and retail presence.
• Bachelor’s degree preferred. 
• Commitment to work 100% onsite.
• Proven experience building or managing CRM systems and support automations (e.g. Zendesk, Gorgias, HubSpot, Kustomer, Gladly, or similar).
• Hands-on experience training or configuring AI chatbots for customer service use cases.
• Track record of building QA or issue-tracking systems from the ground up, not just working within an existing one.
• Experience managing a team of customer service representatives, including hiring, coaching, and performance management.
• Comfort working across omnichannel support (social, email, retail platforms, marketplaces) for a brand with a highly engaged, vocal customer base.
• Strong instinct for where to automate for efficiency and where to keep the human touch, with the judgment to know the difference.

NICE TO HAVE
• Experience with building out Gorgias
• Familiarity with food safety or product quality escalation processes.