Customer Care (CX) Manager

Chobani

4d

About The Position

We’re 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed