Manager, CX

📋 Description • Own the end-to-end customer experience for a fast-growing, mission-driven chocolate brand that is rewriting the rules of snacking. You will be the voice of the consumer inside Unreal, ensuring every touchpoint—from a DM on Instagram to an email about a melted bar—delivers the same “unjunked” magic that our products promise. • Serve as the primary owner and day-to-day manager of our third-party CX partner, setting ambitious SLAs (e.g., first response <2 hrs, CSAT >90 %), auditing ticket quality weekly, and coaching agents on tone, product knowledge, and brand voice so that every reply feels like it came straight from our Brooklyn HQ. • Triage and personally resolve escalated, high-stakes, or emotionally charged cases—think food-allergy concerns, influencer complaints, or retailer shortages—turning detractors into lifelong evangelists and feeding insights back to Supply Chain, Quality, and Marketing within 24 hours. • Build and maintain a lightweight but bulletproof knowledge base (macros, FAQs, how-to videos) that keeps 25+ SKUs, seasonal drops, and retailer-specific policies crystal clear for agents and consumers alike; refresh content monthly and after every new product launch. • Design and automate a reporting stack (Zendesk, Gorgias, or similar + Looker Studio) that surfaces real-time dashboards on ticket volume, CSAT, NPS, refund rates, and top contact drivers; translate raw data into concise, C-suite-ready insights that directly influence packaging tweaks, flavor R&D, and retail expansion priorities. • Partner cross-functionally with Digital Marketing to route social comments into the CX queue, with Ops to flag recurring quality issues, and with Finance to monitor the ROI of goodwill gestures; your weekly “Voice of Consumer” digest will become required reading for every department head. • Pilot and scale new channels—SMS, chatbots, TikTok DMs, or whatever tomorrow brings—testing scripts, measuring deflection rates, and documenting playbooks so the program can triple in volume without adding headcount. • Champion a culture of experimentation: A/B test apology gifts, iterate on post-purchase flows, and run quarterly “CX hackathons” with the outsourced team to shave seconds off handle time while boosting warmth scores. • Own the annual CX budget (roughly mid-six figures including partner fees, swag, and tooling), negotiate contracts, and present quarterly business reviews that prove how stellar service fuels repeat purchase rate and organic word-of-mouth. • Be the calm in the storm when things go sideways—recalls, heat-wave meltdowns, or viral TikToks—standing up war-room protocols, drafting consumer-facing statements, and coordinating with Legal to protect both brand love and liability. • Mentor one direct report (a CX coordinator) and create a career ladder for outsourced agents, ensuring Unreal is known not just for better candy, but for better careers in customer care. • Ultimately, you will transform CX from a cost center into a growth engine, proving that when you treat people (and ingredients) right, everyone wins.