Customer Experience & Automation Lead - Remote-friendly

Snack Innovations Inc.; North Stelton (NJ); Vor Ort; USD 85.000 - 120.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

Zusammenfassung

Snack Innovations Inc. is seeking a Customer Experience Manager to own our end-to-end CX operations. You will lead the team, stand up the CRM and automation infrastructure, and train AI chatbots to handle routine inquiries in our brand voice.

You will build QA tracking, ensure fast, warm, and personal interactions across email, social, and retail platforms, and partner with marketing during high-visibility moments to protect brand trust.

Qualifikationen

• 3-5+ years in customer experience, customer service, or CX operations.
• Bachelor’s degree preferred.
• Commitment to work 100% onsite.
• Proven experience building or managing CRM systems and support automations (Zendesk, Gorgias, HubSpot, Kustomer, Gladly, or similar).
• 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.

Aufgaben

• Manage, coach, and schedule a team of customer service representatives across email, social, and retail-platform channels.
• Set service standards, response-time targets, and tone-of-voice guidelines.
• Train new hires and ongoing coaching on product knowledge, brand voice, and escalation protocol.
• Build and maintain the CRM system (Gorgias) and design automations and workflows.
• Identify which touchpoints should be automated for speed and which must stay human.
• Train, prompt, and refine AI chatbots to handle FAQs and routine requests.
• Own the handoff logic between bot and human rep for escalations.

Kenntnisse

Team leadership

Omnichannel support

Automation strategy

AI chatbot training

QA tracking systems

Customer experience operations

Onsite work

Ausbildung

Bachelor’s degree preferred

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Jobbeschreibung

Snack Innovations Inc. is seeking a Customer Experience Manager to own our end-to-end CX operations. You will lead the team, stand up the CRM and automation infrastructure, and train AI chatbots to handle routine inquiries in our brand voice.

You will build QA tracking, ensure fast, warm, and personal interactions across email, social, and retail platforms, and partner with marketing during high-visibility moments to protect brand trust.