Customer Experience & Marketing Performance Specialist

JOSEPH'S BAKERY•Lawrence, MA

1d•Onsite

About The Position

Joseph's is seeking a Customer Experience & Marketing Performance Specialist to support and strengthen key operational functions across Customer Service and the Marketing department. This role will focus on ZenDesk oversight and reporting, process creation, and cross-functional coordination to improve efficiency, consistency, and visibility across customer feedback trends and internal workflows. The ideal candidate brings a strong ability to analyze data, identify opportunities for improvement, and implement clear systems that help teams stay aligned and execute on priorities. If you enjoy the pace of a growing company and are excited by the prospect of acting as an internal resource and collaborator with Sales, Marketing, Quality Assurance, and Operations, please apply.

Requirements

At least 2 years experience in a customer service role preferably working with consumers (B2C).
Prior experience with Zendesk and e-commerce and/or customer support platforms strongly preferred.
Strong customer service mindset with a demonstrated commitment to customer satisfaction.
Proficiency with Microsoft Office including Outlook, Word, and Excel.
Strong reporting & analysis skills with the ability to interpret trends, identify recurring issues, and recommend improvements.
Strong communication and interpersonal skills, both oral and written, with the ability to tailor messaging appropriately to the audience.
Excellent organization skills with strong attention to detail and data entry accuracy.
Skilled multi-tasker with the ability to prioritize competing needs and manage multiple projects under tight deadlines.
Demonstrated ability to work collaboratively and independently in a team environment.
Acts with integrity in processes, relationships, and communications.
Interest in and working knowledge of the food industry.

Responsibilities

Serve as the primary owner of ZenDesk oversight, including intake monitoring, workflow and escalation framework, and ensuring inquiries are routed and handled appropriately.
Provide direction and support to team members handling day-to-day consumer responses to ensure accuracy, tone consistency, and alignment with company policies.
Lead the oversight and creation/maintenance of Customer Service macros, templates, and knowledge base resources to improve speed and response consistency.
Own monthly customer service reporting, including trend analysis, recurring issue identification, and summary insights for leadership and cross-functional stakeholders.
Lead monthly team meetings to share performance highlights, emerging concerns, and recommendations to reduce repeat issues through process improvements.
Identify operational gaps, inefficiencies, or recurring breakdowns (internally or externally) and develop solutions through SOPs, workflows, and clearer ownership paths.
Create and refine cross-functional documentation and procedures for escalation pathways (Quality Assurance, Operations, Sales, Marketing) tied to consumer feedback and product issues.
Support the development and upkeep of internal FAQ resources and process tools to reduce repeat questions and improve team execution.
Act as an operational partner to the Marketing team by organizing, assigning, and tracking tasks, ensuring priorities remain visible and progress stays on schedule.
Manage and maintain a centralized task/project workflow platform (e.g., Airtable or related tools) to support planning, accountability, and cross-functional execution.
Provide structured follow-up and status updates across marketing priorities to ensure deliverables are completed on time and communicated clearly to stakeholders.
Identify recurring workflow bottlenecks and propose improvements to reduce delays, rework, and miscommunication across marketing initiatives.
Oversee inbound Sales requests for presentations, collateral, and point-of-sale (POS) materials, ensuring timelines are clearly defined, priorities are aligned, and expectations are managed across Sales and Marketing team members.
Collaborate with Sales, QA, Operations, and Marketing to connect consumer insights and operational observations to corrective actions and continuous improvement.
Serve as a proactive resource to support business needs, including special projects aligned with customer insights, ecommerce operations, and marketing efficiency.
Maintain oversight of Sales and Marketing platform contracts and renewals, including tracking renewal timelines, coordinating with internal stakeholders, and supporting continuity across tools and vendor relationships.