Customer Experience Manager

Vita Coco, the leading coconut water brand, launched in 2004 when two friends, Michael Kirban and Ira Liran learned about the tropical elixir after a chance encounter at a New York City bar. Not only did their discovery bring coconut water into the mainstream beverage aisle, it rebranded coconut water as a premium lifestyle drink and helped propel the trend of natural-functional beverages. Fast forward 15 years, and Vita Coco is available in 30 countries and has expanded coconut water into new occasions with innovations like Vita Coco Sparkling, Pressed, Coconutmilk, and Coconut Oil.

In 2018, All Market Inc., the parent company created by Michael and Ira, expanded into a true portfolio company, making it one of the largest independent and privately-owned beverage companies in the world. With the acquisition of RUNA, a clean energy drink, and the creation of Ever & Ever, an environmentally-minded, sustainably-packaged water category, the company is changing the ready-to-drink beverage landscape by offering its consumers better-for-you, yet convenient, options. Despite massive growth and success, AMI maintains the same entrepreneurial spirit on which it was founded, with a can-do culture that's just beginning to tap the potential of the better-for-you beverage space.

Vita Coco is headquartered in New York City with international offices in London.

We are seeking an experienced Customer Experience Manager to join our team at Vita Coco. In this role, you will be responsible for managing customer service initiatives, with a focus on optimizing processes and enhancing the overall customer experience. The ideal candidate will have a robust background in customer service, preferably within the consumer-packaged-goods industry, and possess strong leadership skills to manage offshore teams effectively. This role will report to the Director, Growth & Content and be a temp-to-hire role. We are open to remote positions but NYC Hybrid is preferred (3 days a week in HQ).

Main Responsibilities:

* Oversee all aspects of customer service operations for the organization (Vita Coco and PWR LIFT)

* Implement tactics to enhance response times, resolution rates, and overall customer satisfaction.

* Bring new ideas for automation to our offshore agency and to the organization, to optimize efficiency and effectiveness.

* Ensure day-to-day activities, such as answering tickets and resolving customer inquiries, are handled quickly and adequately - using the correct Macros

* Ensure all correspondence with customers are on brand and grammatically correct

* Constantly be pressure testing the system and reviewing agents work to ensure quality

* Work cross functionally to create Macros for new situations quickly and effectively

* Act as a champion for the customer within the organization, advocating for their needs and driving initiatives to enhance satisfaction and loyalty.

* Work hand-in-hand with Associate Director, Brand and Corp Comms agency on high risk escalation workstream.

* Continuously monitor industry trends and best practices to identify opportunities for innovation and improvement.

* After a 6 month period, work with Director, Growth & Associate Director, Omni to put together a plan for how the company should evolve their management of customer service

Qualifications, Skills, Knowledge & Experience

* 5 years experience working on a customer service team, preferably at a CPG company

* Strong understanding of the current customer service landscape (email, phone, chat bot, social, etc)

* Experience managing a team of agents (domestic or international)

* Crisis management experience a plus

* Remains cool, calm and collected under pressure

* Believes in customer experience above all else

* Confidence working cross functionally to drive results

* Fantastic spelling & grammar

* Leadership skills

* Ability to speak languages other than English a plus

Availability: 40 hours a week

Hourly Rate: $40.00

Job Location: NYC

At The Vita Coco Company, compensation decisions are dependent upon a variety of factors, which may include, but are not limited to: skill set, experience, education, training, licensure and certifications, knowledge and abilities of the applicant, alignment with market data, and other business and organizational needs. A reasonable estimate of the current pay range for this position is $40.00 an hour. This range may vary for positions that will be performed outside of California, Colorado, Nevada, New York City, Westchester County, NY, Rhode Island, or Washington.

The Vita Coco Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, religion, color, national origin, gender, sex, sexual orientation (including transgender status, gender identity or expression), physical or mental disability, genetic information, marital status, AIDS/HIV status, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.