Customer Care (CX) Manager

Chobani
New York, KY
Category Customer Service
Remote
Job Description
Daily Harvest is looking for a Customer Care Manager who is deeply customer-obsessed and energized by finding ways to go the extra mile. You’ll lead the day-to-day operations and strategy of our Customer Experience team, managing and coaching representatives while building the systems, tools, and processes that deliver exceptional, personalized support at scale.

Requirements

  • A customer-obsessed leader who believes service is a growth lever, not a cost center
  • 7+ years of customer service or customer experience operations experience
  • 3+ years directly managing customer support or call center teams
  • Experience leading Customer Care at a DTC/ecommerce brand is required
  • Fully proficient in Kustomer or a similar help desk platform (Zendesk, Gorgias, Salesforce Service Cloud, etc.), including workflow design and reporting
  • Shopify Plus experience strongly preferred
  • Strong operational thinker with a data-driven mindset who uses metrics to guide decisions
  • Proven track record of improving processes and increasing both efficiency and customer satisfaction
  • Experience managing escalations and working cross-functionally with Legal, Food Safety, Ops, and Product teams
  • Hands-on and willing to jump in when needed - no task is too small
  • Empathetic, calm under pressure, and skilled at coaching others through challenging situations

Benefits

  • Medical
  • Dental
  • Vision coverage
  • Disability insurance
  • Health savings account
  • Flexible spending accounts
  • Tuition reimbursement
  • 401k match
  • Fertility assistance
  • Childcare assistance
  • Parental leave at full pay
  • Wellness resources
  • Paid time off
  • Holidays
  • Paid volunteer time off
]]>