CX Operations & Automation Lead

SNACK INNOVATIONS; North Stelton (NJ); On-site; USD 70,000 - 110,000; Full time

Job summary

Snack Innovations is redefining its customer experience by owning end-to-end CX operations, including team management, CRM setup, and AI chatbot training. The role focuses on warm, brand-consistent interactions across all channels, with a heavy emphasis on automation that preserves care.

You will lead, coach, and scale the customer service function, ensuring rapid response, high-quality QA, and strong cross-functional collaboration with marketing and QA teams.

Qualifications

• 3–5+ years in CX, ideally at a consumer brand with social, digital, and retail presence.
• Bachelor’s degree preferred.
• Commitment to work 100% onsite.
• Proven experience building or managing CRM systems and support automations (e.g. 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.
• Experience managing a team of customer service representatives.
• Comfort across omnichannel support for a vocal brand.
• Strong instinct for what to automate vs. keep human.

Responsibilities

• Build, coach, and schedule a CS team across email, social, and retail channels.
• Set service standards, response times, and tone-of-voice guidelines.
• Train new hires and provide ongoing product knowledge coaching.
• Stand up and maintain CRM and automation behind the scenes.
• Train AI chatbots for FAQs, orders, and routine requests.
• Design QA tracking for product, packaging, and food-safety concerns.
• Coordinate with QA and leadership on issue resolution.
• Maintain omnichannel experience across DMs, email, and reviews.

Skills

Team management

CRM & automation

AI chatbot training

CX operations

Education

Bachelor’s degree preferred

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations is redefining its customer experience by owning end-to-end CX operations, including team management, CRM setup, and AI chatbot training. The role focuses on warm, brand-consistent interactions across all channels, with a heavy emphasis on automation that preserves care.

You will lead, coach, and scale the customer service function, ensuring rapid response, high-quality QA, and strong cross-functional collaboration with marketing and QA teams.