Community CX Manager

Responsibilities

• Proactively surface customer feedback across review and complaint channels like Trustpilot, BBB, and Junip
• Own high severity and sensitive escalations using established playbooks
• Turn escalation trends into upstream fixes such as training updates or macro changes
• Partner with Product, Ops, and Legal teams to turn recurring complaint themes into action
• Build and own the voice, tone, and community presence for emerging brands
• Coordinate with the Community CX Manager to maintain shared standards while keeping brand voices distinct

Requirements

• 3-4+ years of experience in CX, community management, or complaint resolution
• Deep understanding of help desk operations, prioritization, and SLAs
• Hands-on experience with review platforms like Trustpilot, BBB, or Junip
• Experience building voice and tone for new or emerging brands from scratch
• Experience in public-facing roles responding to customer comments or reviews
• Proficiency with CRMs like Gladly, Zendesk, or Gorgias
• Comfort working within Shopify and Loop Returns

Benefits

• Competitive base salary plus bonus
• Comprehensive benefits package for employees and families
• Generous PTO
• Free Grüns products
• Wellness and health-centered perks

About the Company

Grüns is dedicated to making foundational nutrition simple and convenient through nutrient-dense gummies formulated from 60 whole-food ingredients.