Are you ready to join a passionate team in a rapidly growing wellness brand? At Miracle Moo, we're on a mission to transform health with our best-in-class colostrum assortment. As we scale to new heights, we're looking for a Customer Experience Manager to lead our journey in delivering unparalleled customer joy across all touchpoints.
About the Role:
Your role will be pivotal in shaping the customer journey and ensuring every interaction with Miracle Moo leaves our customers delighted.
Reporting to our VP of Growth, you’ll oversee all aspects of Miracle Moo’s customer experience. In this role, you’ll manage a team of virtual assistants, lead CX resource planning, evaluate and introduce new CX software, and leverage AI to support scalability and quality of service.
Additionally, you’ll also oversee CX analytics and insights, manage our customer feedback loop, and partner with our organic social media manatee to build our Miracle Moo community.
The ideal candidate will be a strategic thought partner in CX across all channels and ensure continuous improvement in our products and services.
Key Responsibilities:
Lead and manage the customer service team, including virtual assistants
Develop and manage all customer service-related processes and protocols
Develop and implement strategies to enhance customer experience across all channels (Tik Tok Shop, Shopify, Amazon)
Oversee resource planning and scaling of the customer service team
Evaluate and introduce new CX software and help desk solutions
Integrate AI solutions to support customer service quality and scalability
Analyze customer service metrics and provide insights to improve customer satisfaction
Act as a thought partner in developing and executing CX strategies
Build and manage the Miracle Moo community with the support of the organic social manager
Gather and analyze customer feedback to develop insights to inform product and service improvements
Qualifications:
Bachelor’s degree in Business Administration, Marketing, Communications, or related field
3+ years of experience in customer service management
Proven experience managing customer service teams in a multi-channel environment
Strong knowledge of CX software, help desk solutions, and AI applications in customer service
Excellent analytical skills and the ability to interpret CX data and metrics
Exceptional communication and leadership skills
Ability to collaborate effectively with cross-functional teams
Experience in e-commerce and familiarity with Shopify, Amazon, and TikTok Shops platforms
Strong problem-solving skills and a customer-centric mindset
Preferred Qualifications:
Experience in consumer-facing ecommerce
Familiarity with building and managing online communities
Proficiency in using customer feedback tools, reporting dashboard and software like ChatterMill or Delighted
Why Join Us:
Opportunity to work with a passionate, highly motivated and dedicated team
Be a part of a fast growing company in the health and wellness space
Autonomy to influence and shape the customer experience strategy
Competitive salary and benefits package
Compensation: $80,000 - $115,000
Diversity, Equity & Inclusion at Miracle Moo
As an Equal Employment Opportunity employer, Miracle Moo ensures fair and equal opportunities for all employees and applicants. We do not discriminate in hiring or terms and conditions of employment based on an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender), gender identity, citizenship, disability, marital status, or any other category protected by state, federal, or local laws. We only hire individuals authorized for employment in the United States.
Employment type
Full-time
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