CX & Automation Leader - Hybrid/Remote Options

Snack Innovations Inc.; Piscataway Township (NJ); On-site; USD 85,000 - 135,000; Full time

Benefits offered by this job

Competitive pay

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Snack Innovations Inc. is seeking a hands-on Customer Experience Manager to own our end-to-end support operation across email, social, and retail channels. You will lead a team of representatives, implement CRM and automation, and train AI chatbots in our warm, brand-first voice to deliver top-tier care.

You’ll build QA tracking, establish escalation protocols, and partner with marketing and operations to maintain a consistent, personal experience as we scale into new retailers and channels.

Qualifications

• 3–5+ years in customer experience or CX operations.
• Bachelor’s degree preferred.
• Commitment to work 100% onsite.
• Experience with CRM systems and support automations (e.g. Zendesk, Gorgias, HubSpot, etc.).
• Hands-on experience training AI chatbots for service use cases.
• Track record building QA or issue-tracking systems from scratch.
• Experience managing a team of customer service reps.
• Omnichannel experience across social, email, retail platforms, marketplaces.
• Judgment to balance automation with human touch.

Responsibilities

• Manage, coach, and schedule a team of customer service representatives across email, social, and retail-channel bases.
• Set service standards and tone-of-voice guidelines so every rep sounds like us, not a script.
• Train new hires and ongoing coaching on product knowledge and escalation protocol.
• Build and maintain the CRM system (Gorgias) with customer history and cases.
• Design automations routing and prioritizing inquiries.
• Identify touchpoints suitable for automation vs human interaction.
• Train and refine AI chatbots for FAQs and order status.
• Own handoff logic between bot and human agent.
• Pilot new CX and support tech as the brand scales.

Skills

Team management

CRM systems

Automation

AI chatbots

Omnichannel support

QA tracking

Customer experience

Leadership

Education

Bachelor's degree

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations Inc. is seeking a hands-on Customer Experience Manager to own our end-to-end support operation across email, social, and retail channels. You will lead a team of representatives, implement CRM and automation, and train AI chatbots in our warm, brand-first voice to deliver top-tier care.

You’ll build QA tracking, establish escalation protocols, and partner with marketing and operations to maintain a consistent, personal experience as we scale into new retailers and channels.