Customer Experience Manager

Apply 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. ____________________________________________________________________________________ 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 ____________________________________________________________________________________ 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. Minimum of 3 years experience in customer experience management with at least 1 year in a leadership role.

Proven expertise with the Zendesk platform is a must. Strong analytical skills with the ability to interpret customer experience metrics and data. Experience in developing and implementing retention strategies.

Exceptional written and spoken communication skills and interpersonal skills, with the ability to build strong relationships with teams across different departments. Highly organized with strong project management skills and the ability to multi-task. Proactive, customer-focused, and driven to achieve results.

Experience communicating directly with customers and executives from the organization. Experience owning customer correspondence on social media. Additional Preferred Skills:

Experience in the eCommerce industry Knowledge of best-practices in customer experience and support. Experience with reporting to an executive team. ____________________________________________________________________________________ WORKING CONDITIONS: The working conditions are in a typical office environment.

Working Here: Every position and person is equally valued. We're all in this together, and there is an overwhelming sentiment that everyone feels in which they know that their job is as important as any other job in the company.

Everyone shares in each success, and everyone learns from every failure. Many new positions are filled from within the company, fostering a sense of continuity and opportunity. The engine that drives us is our people, a diverse and dedicated group of professionals who handle every aspect of the company, from brewing and bottling to sales and finance.

From its inception, we have cultivated a culture of appreciation, respect, love and joy. We embody and nurture these qualities as they not only define the culture but nourish it on a daily basis just as they nourish what our customers love inside our bottle. Being a on our team means being a part of something wonderful, and something that couldn't exist without each and every person.