Customer Experience & Automation Lead

Snack Innovations; Piscataway Township (NJ); On-site; USD 90,000 - 140,000; Full time

Job summary

Snack Innovations seeks a hands-on Customer Experience leader to own end-to-end operations for our growing brand family, including Drizzilicious and Smart Fries. You will manage the CX team, build the CRM and automation stack, and train AI chatbots to handle routine inquiries while preserving warm, brand-consistent service.

The role emphasizes scalable process, QA tracking, omnichannel excellence, and proactive sentiment monitoring.

Qualifications

• 3–5+ years in customer experience or CX operations.
• Experience at a consumer brand with social, digital and retail presence.
• Experience building or managing CRM systems and automations (e.g. Zendesk, Gorgias, HubSpot, Kustomer, Gladly).
• Hands-on experience training or configuring AI chatbots for customer service use cases.
• Track record of building QA or issue-tracking systems from the ground up.
• Experience managing a team of customer service representatives, including hiring, coaching, and performance management.
• Comfort working across omnichannel support (social, email, retail platforms, marketplaces) for a brand with a highly engaged, vocal customer base.
• Strong instinct for where to automate for efficiency and where to keep the human touch.

Responsibilities

• Lead and develop the CX team across email, social, and retail platforms.
• Define service standards, response targets, and brand tone for every rep.
• Build and maintain the CRM system and automation workflows.
• Train and refine AI chatbots; manage handoffs to human agents.
• Establish QA tracking for product, packaging, and safety issues.
• Monitor sentiment and flag emerging issues across channels.
• Collaborate with marketing and operations during high-visibility moments.

Skills

CX strategy

Team leadership

CRM systems

AI chatbots

QA tracking

Omnichannel

Education

Bachelor's degree

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations seeks a hands-on Customer Experience leader to own end-to-end operations for our growing brand family, including Drizzilicious and Smart Fries. You will manage the CX team, build the CRM and automation stack, and train AI chatbots to handle routine inquiries while preserving warm, brand-consistent service.

The role emphasizes scalable process, QA tracking, omnichannel excellence, and proactive sentiment monitoring.