Senior Customer Service Manager

nutpods manufactures plant based, dairy-free coffee creamers and adjacent products for coffee lovers nationwide. Now the #2 plant-based creamer brand nationwide, across retail and online channels, nutpods has fostered a cult following and has exciting plans for growth in the coming years. With a small and mighty team of 35 people, nutpods is looking for eager, enthusiastic, and experienced candidates for this important role.

Company Culture:

Our culture is of huge importance. We are looking for people who will be a great fit.  Here is what we love about our culture:

• We are COLLABORATIVE, encouraging input from different perspectives.
• We are KIND, communicating effectively and treating each other with respect.
• We are AGILE, adapting to changing conditions while achieving our goals.
• We are DATA-DRIVEN, embracing a test and learn culture.
• We are RESOURCEFUL, creative thinkers finding optimal solutions in unexpected ways.

Position Summary:
We are seeking a highly experienced and motivated Senior Customer Service Manager to lead our customer service department. Customer Service is a foundational part of our brand strength and influences external communication, program planning, and trend reporting. The ideal candidate will possess a strong background in customer service management and a proven track record of improving customer satisfaction and operational efficiency. The manager will be responsible for developing and implementing strategies to enhance the customer experience, connecting regularly with our fans, driving continuous improvement initiatives, and managing one direct report.

Key Responsibilities:

• Develop and implement strategies to improve customer satisfaction and loyalty.
• Deeply understand our brand voice and how to effectively communicate with our fans regularly.
• Monitor/audit external customer touchpoints to ensure accuracy.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Resolve escalated customer issues and emergency complaints promptly and effectively.
• Implement best practices and standard operating procedures to enhance productivity.
• Monitor and report on key metrics, identifying opportunities for process improvements.
• Handle social and Amazon messages.
• Work closely with Quality on trend reporting and analysis.
• Be the customer voice during go-to-market planning and product launch preparation.
• Collaborate with other departments, such as Sales, Marketing, and Product Development, to ensure a seamless customer experience.
• Communicate effectively with senior management, providing regular updates on customer service performance and initiatives.
• Act as a liaison between customers and the company, ensuring that customer feedback is heard and acted upon.
• Manage one direct report.

Requirements

• Zendesk experience highly preferred.
• Minimum of 5 years of experience in customer service
• Strong understanding of customer service principles, practices, and metrics.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and translate insights into actionable strategies.
• Strong problem-solving skills and the ability to handle high-pressure situations.

Key Competencies:

• Customer-focused mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to drive long-term improvements.
• Strong organizational skills and attention to detail.
• Adaptability and a willingness to embrace change.

Benefits

• Base salary range of $80,000 to $100,000 per year, depending on education, experience, knowledge, skills, and abilities
• Health Care Plan (Medical, Dental & Vision)
• 401k Retirement Plan with company match
• Life Insurance
• Paid Time Off
• New Parent Leave
• Long Term Disability Insurance
• Training & Development
• Wellness Resources

Green Grass Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.