Customer Experience & Growth Automation Manager

Saalt•Boise, ID

8d•$40,000 - $55,000•Hybrid

About The Position

Saalt is seeking a Customer Experience & Growth Automation Manager to join their CX & Marketing Team. This full-time, hybrid role based in Boise, Idaho, focuses on shaping the ongoing strategy for customer experience and leveraging automation to drive growth. The ideal candidate will lead a team, optimize the full customer journey, and collaborate with marketing to transform excellent CX into a growth engine. This role is for someone passionate about building systems, embracing AI, and delivering exceptional customer experiences.

Requirements

Experience leading a team.
Experience in customer experience (CX) strategy and continuous improvement.
Familiarity with AI and automation in CX.
Experience with e-commerce platforms and social media customer service.
Ability to track KPIs and analyze customer feedback.
Understanding of FDA guidelines for complaint tracking and reporting.
Comfortable on camera is a plus.

Nice To Haves

Expertise in menstrual cups/discs, period underwear, reusable period care, and menstrual health.
Experience with Gorgias.
Comfortable on camera and eager to partner with the marketing team on customer-first content.

Responsibilities

Work with the Saalt Leadership Team on setting the vision and direction of the CX Team and the role customer delight plays in the long-term vision for Saalt as an industry leader in customer satisfaction and thought leader in women’s health.
Lead the CX team handling day-to-day tickets improving our customer satisfaction.
Set the direction, define what “great” looks like, and build a coaching culture where your team improves over time and you become an expert in company products, policies, and procedures.
Be the person people turn to when customer issues get complicated or sensitive.
Handle the logistics: budget, systems, scheduling, and coverage, including occasional evening or weekend rotations.
Own the end-to-end CX strategy across email, chat, social (Instagram, Facebook, TikTok Shop, YouTube), and Amazon, all running through Gorgias.
Improve processes around the customer journey.
Be a collaborative and cross-functional leader in the company and advocate for the voice of the customer in all areas.
Track the right KPIs (including NPS), dig into what customers are telling us, and feed those insights back into product, packaging, and content teams to drive improvement.
Monitor and respond to reviews across e-commerce and retail platforms.
Track complaints and investigate root causes in line with FDA guidelines and provide reporting and feedback to managers and the Leadership Team.
Lead the way on using AI to make the team smarter and faster, so your team can spend time on higher-level work that delivers more value for the customer.
Build proactive tools and workflows that catch customer pain points before they turn into tickets, including continually assessing and implementing tech solutions, automations and AI to optimize response time, accuracy and delight for the customer’s experience and company efficiency.
Help customers find the right product before they even hit checkout, reducing returns, exchanges, and post-purchase regret.
Work closely with the marketing team on educational content, blog posts, and pre-sale messaging that builds confidence and drives conversion.