CELSIUS · 2 days ago
Customer Support Manager (Alani)
Boca Raton, FL
Full-time
Onsite
Entry, Mid Level
2+ years expCELSIUS Holdings, Inc. is a global CPG company that empowers its employees and fosters a collaborative culture. The Customer Support Manager oversees day-to-day operations for Alani Nu's direct-to-consumer business, ensuring efficient handling of customer inquiries and maintaining high service-level standards.
Consumer GoodsDietary SupplementsFitnessFood and BeverageFood ProcessingHealth CareLifestyleManufacturing
Responsibilities
Own the day-to-day DTC Consumer Support function, including operating model, ticket flow, escalations, and overall performance
Lead and optimize the ticket management system, including workflows, automations, macros, AI capabilities, and routing logic to improve efficiency and reduce manual work
Define, monitor, and report on key Customer Support KPIs, including ticket volume, response time, resolution time, backlog, and customer satisfaction
Develop and maintain SOPs, training materials, onboarding documentation, and operational guidelines to ensure consistent execution at scale
Lead launch and promotional readiness by preparing FAQs, workflows, and escalation plans to support high-volume periods
Partner cross-functionally with DTC, E-Commerce, Operations, Fulfillment, Regulatory, and Social teams to identify, escalate, and resolve customer-impacting issues
Collaborate with Legal and Compliance teams to support data privacy and regulatory requirements, including DSAR intake and tracking, cookie consent workflows, and customer-facing privacy policies
Analyze support trends and performance data to reduce repeat issues, improve operational efficiency, and lower ticket volume over time
Ensure response-time standards and service-level expectations are consistently met during both steady-state operations and peak demand periods
Qualification
Required
2+ years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment
Hands-on experience with ticketing systems and e-commerce platforms (Shopify)
Strong operational and project management skills with cross-functional collaboration experience
Ability to track support KPIs, analyze trends, and drive improvements in efficiency and customer experience
Experience creating SOPs, training, and onboarding documentation
High attention to detail with strong QA instincts across customer communications and workflows
Proficient in Microsoft Office (Excel, PowerPoint, Word); reporting experience a plus
Strong written and verbal communication skills, including escalation management
Process-driven, proactive, and comfortable in a fast-paced environment
Benefits
Comprehensive Medical, Dental & Vision benefits
Long- and short-term disability
Life insurance
10 Vacation days per year, subject to accrual policy
11 Company paid holidays
401(k) with Company match
Identity theft and legal services
Company
CELSIUS
Burn more fat with clean healthy energy drink for Fitness, Weight Loss, and Active Lifestyle.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.62BKey Investors
PepsiCoROTH Capital PartnersHorizons Ventures
2025-08-29Post Ipo Equity· $585M
2025-02-20Post Ipo Debt· $1B
2022-08-01Post Ipo Equity· $550M
Leadership Team
John Fieldly
Chief Executive Officer
Jarrod Langhans
Chief Financial Officer
Recent News
2026-01-19
Investing.com
2025-12-29
2025-12-25
Company data provided by crunchbase