Remote Community CX Leader for Emerging Brands

Grüns; Beaverton (OR); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Generous PTO

Free Grüns products

Well-being perks

Job summary

Grüns is seeking a Community CX Manager to own customer sentiment across channels and lead high-severity escalations with strategic judgment. You’ll shape the voice, community, and customer experience foundation for Grüns’ emerging brands from day one, reporting to the Director of CX in a remote HQ.

You’ll collaborate with Product, Ops, and Legal, surface trends for upstream fixes, and drive brand voice consistency while allowing each brand to express its identity.

Qualifications

• 3–4+ years of CX, community management, or complaint resolution experience.
• Understand how a help desk runs: prioritization, SLAs, closing the loop with customers.
• Hands-on experience with review platforms like Trustpilot, BBB, Junip, or similar.
• Proactive collaboration with CX and Community teams.
• Experience building voice and tone for brands; multiple launches a plus.
• Experience in public-facing roles addressing customer comments/reviews.

Responsibilities

• Surface customer sentiment across review and complaint channels, not just helpdesk.
• Own high-severity escalations with clear playbooks; loop in Ops or Legal as needed.
• Turn escalation trends into upstream fixes via training updates or process changes.
• Collaborate with Product, Ops, and Legal on recurring complaint themes.
• Build and own brand voice for emerging brands from launch to scale; maintain distinct voices.
• Coordinate with the Community CX Manager to align standards while keeping brand voices unique.

Skills

CX experience

Community management

Escalation handling

Voice & tone

Cross-functional teamwork

Tools

Trustpilot

BBB

Junip

Zendesk

Gorgias

Shopify

Loop Returns

Job description

Grüns is seeking a Community CX Manager to own customer sentiment across channels and lead high-severity escalations with strategic judgment. You’ll shape the voice, community, and customer experience foundation for Grüns’ emerging brands from day one, reporting to the Director of CX in a remote HQ.

You’ll collaborate with Product, Ops, and Legal, surface trends for upstream fixes, and drive brand voice consistency while allowing each brand to express its identity.