Customer Experience Manager

Description

At the forefront of the beverage industry, SYSTM Foods is focused on strategically acquiring and nurturing a portfolio of exceptional cold chain beverage brands.  

Driven by a dedication to better-for-you functional beverages, our deliberate curation of top-tier brands is propelled by a passion for innovation, wellness, and taste. Each of our wholly owned brands represents a unique wellness benefit, including organic and fair-trade coffee, plant-based protein, and low/no sugar gut health. Whether it’s invigorating and exotic blends or performance-enhancing formulations, we take pride in meticulously crafting a diverse and purposeful lineup that not only quenches thirst but also uplifts lifestyles.

With an unwavering commitment to delivering better beverage options for all occasions, our company isn’t merely building brands; we are pioneering the future of functional refreshment. The SYSTM Foods portfolio includes organic and plant-powered functional beverage brand REBBL, along with Chameleon Organic Coffee, the original purveyors of consciously crafted bottled cold-brew coffee, and HUMM Kombucha, the pioneer in low and zero-sugar kombucha. 

We are actively seeking for the following schedule: Salaried position, typically working full time, Monday - Friday 

This position is located in Central Oregon and may be eligible for a hybrid schedule (3 days required in office) after a successful onboarding and orientation period.

JOB PURPOSE:

This position will be responsible for leading our customer support team, optimizing our Zendesk platform, and driving initiatives that enhance our customer experience. The ideal candidate will have a strong background in team management, customer experience metrics, proactive retention strategies, and will work closely with our eCommerce team to prioritize new functionalities based on customer feedback. Additionally, the candidate will be hands-on in answering customer tickets to ensure top-notch customer service. This position manages a team of customer support representatives.

ESSENTIAL FUNCTIONS AND RESPONSIBITIES:

• Configure and optimize Zendesk to improve efficiency and enhance the customer support experience.
• Develop and maintain comprehensive reporting on customer experience metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), response times, and resolution rates.
• Maintain accurate records of historical performance and analyze data to identify trends, gaps, and areas for improvement.
• Present findings and actionable insights and reports on a regular basis and generate reports on an ad hoc basis.
• Design and implement proactive retention strategies in collaboration with marketing and sales teams.
• Actively participate in answering customer tickets and communicate trends in customer correspondence to leadership.
• Oversee and respond to all social media correspondence.
• Partner with the eCommerce team to gather and prioritize customer feedback regarding new functionality and features and advocate for customer needs are integrated into product development cycles to enhance the customer experience.
• Foster a positive and collaborative team environment by leading, mentoring, and managing a team of customer support representatives focused on delivering exceptional customer service.

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TEAM MEMBER RESPONSIBILITIES:

• Champion the company culture and values
• Embrace, practice and support policies, Standard Operating Procedures, Good Manufacturing Practices
• Maintain constructive working relationships with employees and other department heads

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COMPENSATION PACKAGE:

Wages: This is a salaried position and the starting wage for this role depends on your previous experience. 

Perks and Benefits: We offer loads of awesome benefits and perks! 

• A company culture that prioritizes supporting our employees to make some of the best beverages on the planet!
• Medical, vision and dental insurance (Humm currently pays 100% of the medical insurance premium for employee-only coverage and offers additional plans to cover your dependents too!).
• Paid time off for holidays, vacation, sick and personal time.
• Perks and discounts with other rad local businesses.
• Company supported retirement plans.
• And of course... free SYSTM Foods beverages and gear! 

Requirements

QUALIFICATIONS:

• Bachelors degree in business, hospitality, communications, marketing, or related field preferred.