We’re looking for the voice of our high growth company - a Customer Experience Manager who is confident building relationships with thousands annually, solving problems, leading insight initiatives, and bonding with multiple communities over a love of functional beverages. This crucial role goes beyond prompt replies to website inquiries and Instagram double taps - the Customer Experience Manager acts as a thoughtful advocate for the consumer experience to the internal team, leading high-speed iterative processes ranging from creative content development for social handles to identifying innovation trends from consumer feedback. 

You will be a good fit if:

  • You’re the one your friends come to with problems - you are patient, provide quick solutions, and are a great listener
  • You know how customer service can make or break a brand experience
  • You’ve never met a stranger - great at forming meaningful connections quickly (IRL & online)
  • You take work seriously, without taking yourself too seriously (and aren’t afraid of an emoji!)
  • You love spreading positive energy and celebrating others - words of affirmation may be your love language 
  • You can translate your experiences into actionable learnings for the team 
  • You are diligent with following through from conversations 
  • You are constantly curious, and you like collaborating with team members who have different skills and objectives 
  • You have exceptional time management skills including the ability to handle multiple projects with changing priorities  
  • You have an entrepreneurial spirit and are excited to have the opportunity to learn new skills and take on fun challenges

A Few Key Aspects of the Job Include:

Customer Experience: Respond and provide stellar customer service to all customer inquiries through Amazon and Zendesk (an aggregated inbox).

  • Respond to all brand Zendesk and Amazon inquiries within 1 business day - Inquiries include consumer questions, complaints, as well as B2B outreach
  • Return voicemails to provide live support
  • Categorize responses in Zendesk, track trends and work collaboratively with innovation, marketing, and creative to inform future efforts
  • Monitor Amazon reviews and publicly reply to reviews that are less than 3 stars offering consolation
  • Track Amazon review averages to report to e-commerce team

Social Channels: Platform and community management across social platforms including Instagram, Facebook and Twitter.

  • Brainstorm innovative social content with creative team and social agency
  • Manage the brand social media calendars on Planoly, including keeping content organized and staying on top of timelines and to-do lists
  • Monitor and respond to people who post about FORTO on social media and on our social advertisements
  • Proactively engage and spark conversations with key hashtags and followed accounts
  • Support FORTOfier super-fan community by moderating discussions and acknowledging feedback
  • Assist in management of micro-influencer outreach and send outs
  • Assist in management of community events and sampling opportunities

Requirements:

  • Experience with high volume customer service
  • Broad knowledge of the following social media channels: Facebook, Twitter, Instagram, Pinterest, TikTok, YouTube, LinkedIn, and emerging platforms.
  • Experience in graphic design, illustration, videography, and/or photography is a plus
  • Experience in CPG industry is a plus

    If you're interested in this role, please send your resume to: jobs@fortocoffee.com.