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Customer Experience Manager 48 views

Chicago, IL

Nature’s Fynd is a groundbreaking food tech company born out of NASA-supported research on extremophiles in the geothermal pools of Yellowstone National Park. Our novel fermentation technology produces a sustainable source of complete protein using only a fraction of the resources required by traditional agriculture. As the challenge to feed the world’s expanding population grows, our mission is to create amazing foods and materials that provide sustainable choices and nurture the planet.
We’re looking for passionate, driven, and ambitious people to join our fast-growing team.
The Customer Experience Manager will play a crucial role as the company grows and customer interactions increase. This person will be responsible for managing a holistic customer experience program, from customer support, to proactive community engagement, to developing strategy and infrastructure.
The Customer Experience Manager needs to be a “people person”, both empathetic and also able to handle higher-stress interactions. Support experts with a diverse background and skill set will do well here. They need to be highly detail-oriented while maintaining flexibility. The right candidate will thrive in fast-paced environments and display exceptional multi-tasking skills and a proactive and problem-solving attitude. They will work alongside a cross-functional team to meet the demands of the business, but more importantly, the customers.
They are expected to communicate effectively to ensure objectives are met and to guide strategic decisions in the early stages of planning and projects. They should stay up to date with industry trends and competitors, produce ideas/innovations, and proactively keep the team up to date on project milestones and issues as they arise.

Primary Responsibilities:

  • Respond to customer questions, comments, and concerns via email and social
  • Establish proper infrastructure within our CS tool (HubSpot)
  • Implement intuitive tagging/categorization to analyze trends and glean valuable insights
  • Implement KPIs and reporting
  • Roll out effective insight-sharing process across the company to ensure teams are informed and actions can be taken when and where needed
  • Lead community engagement through proactive interactions on relevant posts/topics using social listening tools (Sprout Social, custom searches, etc.)
  • Create and maintain documentation and training materials
  • Stay current on latest trends and best practices
  • Serve as a thought leader, customer advocate, and partner to employees and customers
  • Professional Experience & Qualifications Required:

  • 3–5 years experience in customer support
  • Strong empathy for customers and ability to de-escalate customer issues
  • Able to bring ideas to help customer retention
  • Strategic thinker with strong analytical skills
  • Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers)
  • Outstanding listening skills 
  • Experience working with Customer Support platform (HubSpot, Salesforce, Zendesk, etc)
  • Preferred:

  • Experience optimizing Customer Support processes and infrastructure
  • Experience working at a startup/high-growth company
  • Understanding of Food and Beverage industry
  • More Information

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    Company Information
    • Active Jobs 20 Jobs
    • Company Address 3132 Hillcrest Drive, Chicago, IL 60609
    • City Chicago
    • Location Illinois
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