Customer Care (CX) Manager

Chobani•Winner, OR

44d

About The Position

Daily Harvest is looking for a Customer Care Manager who is deeply customer-obsessed and energized by finding ways to go the extra mile. You’ll lead the day-to-day operations and strategy of our Customer Experience team, managing and coaching representatives while building the systems, tools, and processes that deliver exceptional, personalized support at scale. This is a hands-on role for someone who blends empathy with operational excellence and uses data to continuously improve the member experience.

Requirements

A customer-obsessed leader who believes service is a growth lever, not a costcenter
7+ years of customer service or customer experience operations experience
3+ years directly managing customer support or call center teams
Experience leading Customer Care at a DTC/ecommerce brand is required
Fully proficient in Kustomer or a similar help desk platform (Zendesk, Gorgias,Salesforce Service Cloud, etc.), including workflow design and reporting
Shopify Plus experience strongly preferred
Strong operational thinker with a data-driven mindset who uses metrics to guidedecisions
Proven track record of improving processes and increasing both efficiency andcustomer satisfaction
Experience managing escalations and working cross-functionally with Legal,Food Safety, Ops, and Product teams
Hands-on and willing to jump in when needed - no task is too small
Empathetic, calm under pressure, and skilled at coaching others throughchallenging situations

Nice To Haves

Shopify Plus experience strongly preferred

Responsibilities

Lead, coach, and develop a team of Customer Care Representatives to deliverwarm, thoughtful, and solution-oriented support
Champion a customer-first culture, empowering the team to go above andbeyond to create memorable experiences
Own day-to-day support operations across all channels (email, chat, SMS),ensuring fast, high-quality, and human service
Define and monitor KPIs and SLAs (CSAT, time to response, resolution time,retention impact, quality scores) and drive accountability to results
Use customer insights and data to proactively identify friction, reduce contacts,and improve retention and loyalty
Manage staffing, scheduling, and workforce planning for the CustomerExperience team, including training and peak demand coverage
Serve as the primary escalation point for complex and sensitive customer issues,including legal, food safety, and FSQA-related cases
Act as the main internal voice of the customer, partnering with Ecommerce,Technology, Ops, and Food teams to share trends, top issues, and insights thatshape new features, launches, and improvements
Improve and scale onboarding, training, and SOPs to ensure consistent, high quality support
Optimize and maintain our help desk workflows (Kustomer), automation, andreporting
Partner cross-functionally to address root causes and create seamless end-toend experiences
Balance the needs of customers, agents, and the business to deliver service thatis empathetic, efficient, and scalable

Benefits

Chobani provides a comprehensive benefits package, including medical, dental, vision coverage, disability insurance, health savings account, flexible spending accounts, and tuition reimbursement.
To help save for the future, all employees are eligible for a 401k match of 100% on up to 5% of eligible pay.
To support growing families, we provide fertility and childcare assistance, and 12 weeks of parental leave at full pay after six months of continuous employment.
In addition, we provide wellness resources which include an employee assistance program, fitness discounts, a wellness reimbursement, on-site gym access (certain locations) and a monthly wellness newsletter to connect you with resources and timely information.
We offer various types of paid time of including: 120 hours of paid time off, 11 holidays, and paid volunteer time off.

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