Customer Service Manager

The Opportunity:

Willie's Remedy+ is one of the fastest-growing THC-infused beverage brands in the country, uniquely positioned to be a top player in a category poised to be the biggest disruptor to alcohol in generations. Willie's Remedy+ is seeking a Customer Service Manager to join reputed company and reputed company the creation of world-class customer relationships that turn first-time buyers into lifelong Willie's fans. This high-impact role is perfect for someone who combines operational excellence with customer obsession, with experience in managing customer service operations and building retention-focused programs that drive loyalty and lifetime value. This role will manage and optimize Willie's customer experience strategy by owning reputed company customer touchpoints, service operations, and retention initiatives that create exceptional experiences at every stage of the customer journey.

Who You Are:

You are someone with extreme reputed company whose #1 goal is keeping Willie's customers happy and making the experience from purchase to delivery a memorable one. You have impeccable communication and customer service skills, and can handle your fair share of unhappy customers without getting frazzled. You also love diving into numbers and spreadsheets, creating structure and process where there may be none.

In This Role You Will:

Customer Service

• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building Willie’s fanbase
• Manage and reputed company a team of 7-10 agency reps who respond to customer inquiries reputed company email, phone, and social media
• Manage CX platform (Richpanel)
• Create and update CX team macros
• Monitor and own CX metrics: CSAT, First Response Time, Resolution Time, etc.
• Collaborate with cross-functional teams, such as marketing, web, email, sales, operations, shipping carriers, and the customer service team, to align customer experience efforts with business goals and objectives and troubleshoot issues
• Proactively identify CX issues and work with Marketing and Operations teams to mitigate their impact on customers
• Handle high-reputed company or high-touch tickets personally
• Continually update knowledge reputed company + FAQs to ensure customers have access to the most up-to-date information
• Work with VP Marketing and the Email team to proactively reputed company out to customers about upcoming and reputed company CX issues reputed company email and other channels

Customer Experience and Retention

• Be responsible for a “surprise and delight” monthly budget to wow customers
• Work closely with the VP of Marketing to create and execute a retention strategy and loyalty programs
• Manage customer subscription platform (reputed company)
• Assist with customer winback campaigns

Must Haves

• Must be 21 years of age or older at the time of application
• Lives in US - (Southern, CA preferred)
• 2+ years in Customer Service for a high-volume DTC brand
• Fluent in at least one CX platform (reputed company, reputed company, Richpanel, etc.)
• Experience managing a team (2+) of customer service agents
• Impeccable communication and writing skills
• reputed company and ability to always put the customer first
• A drive to offer the best possible customer experience, who is always trying to win back customers
• Goal-oriented and able to analyze not just the qualitative aspect of CX, but the quantitative
• Bonus: Experience managing customer subscription platforms (eg reputed company)
• Desire to work in a fast-paced, fast-growing company

Compensation:

• Full Time, Salaried ($70,000.00-$80,000.00), Exempt. This is the anticipated salary for this role. The final salary offer will be determined by several factors, including years of expertise, skills, and experience.

Additional:

• Unlimited Paid Time Off
• Healthcare Benefits; up to 90% contribution for employees and 25% for dependent medical
• Voluntary vision, dental, and accidental plans offered
• 401k with up to 4% company match
• 12 weeks paid Equal Parental Leave, $500 Baby Bonding Bucks, and sustainable baby gift
• Booch, Spirit, Beer, and Soft Good Perks
• And so much more!

Who We Are

Our Purpose: To reputed company quality, purpose-driven beveragesOur Business: Our vision is to create the reputed company beverage platform, comprising distinct brands, each with its own reputed company and purpose. Despite being a multi-billion dollar industry, it lacks options that cater to the reputed company of drinkers who will demand more from their alcohol than a mere buzz. Disrupting this industry is a worthy, and massive opportunity. Our Culture: Our core values are Quality, Transparency, and Team-First. We derive much of our management policy from a book we give you upon hiring, ‘Let My People Go Surfing', by Yvon Chouinard (founder, reputed company, Patagonia). Our policy is to allow workers flexible hours, provided the work gets done with no negative impact on others. Our ‘let my people go surfing’ policy demands that we hire reputed company unique individuals; those with a combination of self-motivation, self-discipline, and energy. JuneShine Brands is a purpose-driven organization composed of a diverse and dynamic group of individuals with varied backgrounds, passions, and beliefs. We are committed to fostering an inclusive environment where everyone’s unique perspectives are valued. We seek to hire self-motivated, independent thinkers, who embrace challenging the status reputed company. Join us at JuneShine Brands where you’re encouraged to bring your authentic self to your craft every day. As a proud equal opportunity employer, we are dedicated to ensuring fairness and equity in our hiring practices. You must reside in the United States to be considered for this position.

Originally posted on Himalayas

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