Customer Experience Manager

Job not on LinkedIn

October 29

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Snif

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Beauty • Retail • eCommerce

Snif is a company specializing in the sale of fragrances, scented candles, and other scented products. They offer a unique try-before-you-buy model, allowing customers to experience their scents before committing to a purchase. Snif aims to make fragrance shopping fun and accessible, with high-quality scents at affordable prices. Their products are available for purchase online and through selected retail partners, such as Ulta Beauty.

2 - 10 employees

💄 Beauty

🛒 Retail

🛍️ eCommerce

📋 Description

• Manage our customer support inbox and respond to all inbound emails concerning order status, returns, product questions, and general customer support in a timely and friendly manner • Manage one-on-one customer outreach and follow up as needed • Assist in compiling monthly metrics reports • Manage and engage with customer feedback on our website by reviewing, publishing, and responding to reviews, and sharing key insights or concerns with the team • Manage customer experience on our Amazon storefront by monitoring and responding to inquiries and reviews in a timely manner • Manage review syndications with our retail partners • Manage customer orders by tracking and adjusting through our fulfillment platform, handling special cases, and coordinating with Operations to keep customers informed • Manage returns by tracking and adjusting refunds through our automated platform, and sharing customer feedback and insights to improve order flow and product development • Track and report order issues and product insights, maintain logs of damages or missing orders, and share recommendations to enhance the customer experience • Maintain and update the FAQ database by reviewing on-site content, adding new information for product launches and site updates, and coordinating with our fragrance partners to address formula-related questions as they arise

🎯 Requirements

• At least 4 years of work experience working in the customer experience space for a DTC brand, start-up environment is a plus • Excellent written verbal and communication skills • A friendly, positive attitude that leads with kindness • Next-level time management and organization skills, along with a great attention to detail • Genuine excitement to build and foster customer and vendor relationships • Ability to quickly understand Snif’s brand and voice, and translate this to our existing and prospective customers across engagement platforms • Ability to quickly problem-solve and troubleshoot collaboratively • Previous experience with Shopify, Gorgias, Loop Returns, Junip, and other retail, review, and order management platforms • You are curious and innovative; You’re constantly seeking ways to make a product or process the best it can be • You want (perhaps even need) the excitement, grind, and freedom that comes with an early-stage and fast-growing startup

🏖️ Benefits

• Medical, Dental, and Vision healthcare insurance • 401K Retirement Plan with company matching • Paid Parental Leave • Flexible vacation and PTO policy • Industry-leading well-being and mental health benefits • Virtual and remote work as well as work-from-home setup • Snif product on us!