Consumer Experience Manager (REMOTE)
Job Details
Fully Remote
Full Time
Job Description

Soylent is a pioneer in food technology, delivering nutritionally-complete staple meals that provide all the essential nutrients required to fuel the human body. We believe in managing the Company and the product by never being complacent and staying on the cutting edge of food technology and nutrition. Working at Soylent, you'll have a platform to build innovative platforms that positively affect the world with fun and dedicated people!

 

Soylent was developed after recognizing the need for a simpler, more efficient food source. Our products are produced with sustainability and efficiency in mind to create a convenient, nutritious, and affordable meal that is better for our health and the environment. The company is headquartered in Los Angeles, CA but mostly remote due to COVID-19.

 

We are looking for a dedicated and driven consumer experience pro to join our team! The Consumer Experience Manager will serve as the voice of the Soylent consumer to our internal team and external partners. They are responsible for managing our customer service strategy and the performance of the CS team against set KPIs, as well as the overall customer journey on soylent.com and soylent.ca to ensure a seamless experience across the board.

 

Responsibilities

  • Train, evaluate, and manage our outsourced Customer Service team that is responsible for:

    • Processing and managing customers orders

    • Monitoring and evaluating of all customers order issues

    • Identify and correct data entry errors in the order entry process

    • Review all processed orders to confirm all information is correct

    • Communicating with colleagues and/or outside warehouses regarding any consumer-related issues

    • Manage and respond to consumer reviews across channels (soylent.com, Amazon, Walmart, etc.)

    • Acting as liaison with other departments regarding customer order status

    • Handling chargebacks issued by customers

  • Evaluate trends in contact methods and root causes to determine strategies to enhance the customer experience and resolve known pain points

  • Set and drive performance against business metrics to monitor impact on customer satisfaction and identify areas for further improvement to staffing, scheduling, channels, processes, and systems

  • Evaluate existing tools and processes and make recommendations to improve customer experience and brand performance, both onsite and within customer communications

  • Create connections between customer data to generate insights that translate to product and communications improvement opportunities

  • Manage weekly, monthly, and ad-hoc analytics and reporting of all activities affected by the customer service team

  • Write and maintain macros and Help Center in Zendesk in line with brand voice

  • Draft one-off consumer notifications in unique or unforeseen circumstances that are not covered by current macros

  • Manage the platform and relationship with PowerReviews, our review platform, and BazaarVoice, our syndication tool, to ensure we are fully utilizing these tools and reviews are populating across multiple sales channels

  • Handle inbound customer data privacy requests, including, but not limited to, data deletion, data access, and opt-out requests

  • Stay up to date with consumer privacy laws within Soylent markets to ensure compliance

  • Conduct onsite experience assessments on a frequent basis, identifying bugs and gaps in the customer journey on soylent.com and soylent.ca

  • Prepare action plans to address any site bugs and CX improvements, including strategy, cost, implementation plan, and expected impact. Be prepared to activate once approved.

  • Evaluate Soylents current customer journey/experience onsite and make recommendations for improvements along each step to drive conversions and customer retention

  • Ideate and recommend loyalty, retention, and make-good campaigns to Soylent consumers

  • Actively engage with customer comments, inquiries, and issues via social media

  • Advocate internally on behalf of the consumer to ensure a consistent and valuable experience across touchpoints

Benefits

  • Excellent Health, Dental and Vision benefits

  • Life insurance and disability benefits

  • 401(k)

  • Competitive salary

  • Flexible; WFH hours

  • Unlimited PTO

What We Will Provide

  • Meaningful work - Soylent is mission-focused, and we believe in creating products that help people live their best life. We also believe in giving back and making sure underserved communities have access to nutritious food

  • Unique Working Environment - We embrace the extraordinary! We appreciate the unique and diverse backgrounds of our employees

  • Working with the best - hardware, software and people

  • A constant learning environment - dedicated time devoted to learning new things

Professional Experience and Qualifications
  • Bachelors degree preferred

  • 3+ years professional experience with customer experience, service, and support in a corporate context, preferably in Food and Beverage or ecommerce category

  • Experience at a D2C / E-commerce brand

  • Experience with Shopify and Zendesk

  • Experience with ReCharge is a major plus

  • Proficient in Google Suite 

  • Good problem solving and analytical skills

  • Good communication & interpersonal skills to work with other internal departments

  • Ability to prioritize your workload in a fast-paced work environment

  • Highly organized and fast learner

  • Good with numbers and strong attention to detail

Apply