Customer Experience & Growth Automation Manager

Saalt•Boise, ID

11d•Hybrid

About The Position

Saalt is seeking a Customer Experience & Growth Automation Manager to join their CX & Marketing Team. This full-time, hybrid role is based in Boise, Idaho. Saalt is a certified B Corp focused on creating high-performance, sustainable period care products and breaking down period stigma. The company is dedicated to empowering individuals and communities through product donations, scholarships, and life skills training. Saalt is committed to using business as a force for good, prioritizing people and the planet. The company creates modern reusable period care products and aims to educate consumers about menstrual health. The growing team is located in Boise, Idaho.

Requirements

Expertise in menstrual cups/discs, period underwear, reusable period care, and menstrual health.
Experience managing customer service across email, chat, and social media platforms (Instagram, Facebook, TikTok Shop, YouTube).
Familiarity with Gorgias or similar customer service platforms.
Ability to track KPIs, analyze customer feedback, and provide insights.
Experience monitoring and responding to online reviews.
Understanding of FDA guidelines for complaint tracking and investigation.
Proficiency in using AI to enhance customer service operations.
Experience building and implementing automation tools and workflows.
Knowledge of CX technology and trends.
Experience in pre-sale customer support and conversion optimization.
Strong collaboration and cross-functional leadership skills.
Comfortable on camera (preferred).

Nice To Haves

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 team in generating content to support customer education and marketing efforts broadly.
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.
Stay curious about what’s new in CX tech and bring the best of it to Saalt.
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.
Partner with the marketing team on customer-first content.