Remote Community CX Leader for Emerging Brands

Grüns; New York (NY); On-site; USD 90,000 - 100,000; Full time

Job summary

Grüns is seeking a Community CX Manager to own customer voice, manage escalations, and shape our brand's community experience across emerging brands. You’ll partner with Product, Ops, and Legal to turn feedback into action, while maintaining a distinctive voice for each brand.

This fully remote role reports to the Director of CX and participates in biannual in-person off-sites. You’ll surface customer sentiment from Trustpilot, BBB, and Junip, drive improvements, and help scale our community

Qualifications

• 3-4+ years in CX, community management, or complaint resolution.
• Experience with prioritizing SLAs and closing the loop with customers.
• Hands-on with review platforms like Trustpilot, BBB, Junip, or similar.
• Proactive collaboration with other teams to drive CX improvements.

Responsibilities

• Proactively surface what customers are saying about Grüns and our emerging brands across review and complaint channels like Trustpilot, BBB, and Junip, not just what comes through the helpdesk
• Own high severity and sensitive escalations, working from clear playbooks and looping in Ops or Legal when needed
• Turn escalation trends into upstream fixes: training updates, coaching, or macro changes, so the same issue doesn't keep coming back
• Partner with Product, Ops, and Legal on recurring complaint themes, so feedback turns into action
• Build and own the voice, tone, and community presence for Grüns' emerging brands, from launch through scale, and make sure every new brand is ready for customers on day one
• Coordinate with our Community CX Manager on shared standards while keeping each brand's voice distinct

Skills

CX experience

Community management

Escalation handling

Customer feedback

Cross-functional collaboration

Tools

Gladly

Zendesk

Gorgias

Shopify

Loop Returns

Job description

Grüns is seeking a Community CX Manager to own customer voice, manage escalations, and shape our brand's community experience across emerging brands. You’ll partner with Product, Ops, and Legal to turn feedback into action, while maintaining a distinctive voice for each brand.

This fully remote role reports to the Director of CX and participates in biannual in-person off-sites. You’ll surface customer sentiment from Trustpilot, BBB, and Junip, drive improvements, and help scale our community