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Drip EZ · 2 days ago

Customer Experience Manager

Broomfield, CO

Full-time

Onsite

Entry, Mid Level

$65K/yr - $75K/yr

2+ years exp

Drip EZ is a fast-growing consumer goods brand rooted in BBQ and outdoor cooking, seeking a Customer Experience Manager to enhance customer engagement. The role involves overseeing the entire customer experience from pre-purchase inquiries to post-purchase support, while collaborating with various departments to improve processes and drive customer satisfaction.

Retail

Responsibilities

Day-to-day customer support in Gorgias (email, chat, SMS, and social), including personally handling tickets during peak seasons

Ownership of the returns and exchanges experience, partnering with Operations to ensure fast, fair outcomes

Working with Finance to ensure refund and exchange flows support accurate accounting

Monitoring trends in tickets, returns, reviews, and feedback — and turning insights into improvements

Escalating product, fulfillment, or inventory issues and closing the loop with customers

Helping staff up for seasonal volume increases, including onboarding and training support

Building and maintaining scalable support processes, macros, and documentation

Identifying opportunities in customer conversations to educate, retain, and drive revenue (exchanges over refunds, product guidance)

Supporting response processes for social comments, DMs, and community questions

Oversight of reviews and customer follow-ups across platforms

Partnering cross-functionally to improve the full customer journey

Qualification

GorgiasCustomer experienceReturnsExchangesCross-functional collaborationProcess improvementCustomer-first approachWritten communicationFast-paced environment