Customer Experience Manager

CRUSHS; Hasbrouck Heights (NJ); On-site; USD 60,000 - 90,000; Full time

Job summary

CRUSHS is looking for its first-ever customer experience hire to own the inbox across email, chat, social DMs, and Amazon messages. You will handle orders, shipping questions, refunds, and subscriber billing with fast, human answers, shaping what world-class support looks like.

There is no playbook—no macros, no escalation matrix. You will build the playbook as you go, delight customers, and report feedback weekly to the founder so he can act on it.

Qualifications

• New grads welcome.
• No prior support experience required.
• Hustle and personality valued over resumes.

Responsibilities

• Own the inbox across email, chat, social DMs, and marketplace messages—answer quickly and humanly.
• Handle orders, shipping questions, refunds, and subscriber billing.
• Help build the support playbook by documenting solutions and processes.
• Provide surprise and delight to customers and avoid scripted responses.
• Report customer feedback weekly directly to the founder and influence actions.

Skills

Warm writing

Clear communication

Fast response

Tools

Shopify

Gorgias

Job description

About us

CRUSHS makes protein ice cream mix for the Ninja Creami that people actually finish the pint of. We went from zero to eight figures with basically four people, and right now the founder personally answers support emails - sometimes at 11 PM, mid-Creami. Your job is to take that away from him and do it better.

You'll be our first-ever customer experience hire. No playbook, no macros, no ticket queue with a 47-step escalation matrix. You get an inbox full of real humans who love this product, and you decide what world-class looks like.

What you'll own

• The inbox, all of it - email, chat, social DMs, Amazon messages. Order issues, shipping questions, refunds. Fast, human answers.
• Our subscribers - billing, swaps, skips. Founding members are basically family; make them feel smart for getting in early.
• The playbook - every answer you give twice becomes a doc. In 90 days, 'how CRUSHS does support' exists because you built it.
• Surprise and delight - we'd rather you spend ten extra minutes making a customer's day than hit a response-time metric.
• The feedback loop - you'll hear what customers want before anyone else. You report it weekly, directly to the founder. He will act on it.

Who thrives here

• You answer messages fast because leaving people hanging physically bothers you - not because anyone's watching.
• Nobody has ever had to follow up with you twice.
• You write like a human - warm, clear, a little funny when it fits. No canned scripts.
• You want to help build a brand, not clock into an office job. No task-logging, no micromanagement - and no hiding.
• You own a Mac (weirdly non-negotiable - long story).

No support experience required. New grads and career-switchers welcome - we hire personality and hustle over resumes, every time. Experience with Shopify, Gorgias, or a strong opinion about ice cream are bonuses, not the bar.

What we are NOT hiring for

Tickets closed per hour. Average handle time. Anything with the word 'throughput.' We measure two things: customers end conversations happier than they started, and the founder never touches the support inbox again.