Customer Service Manager

The Good Crisp Company

8d • $80,000 - $90,000 • Hybrid

About The Position

We’re excited to bring a Customer Service Manager to our team! In this role, you’ll lead the consumer experience at The Good Crisp Company, making sure every interaction with our brand feels thoughtful, responsive, and true to who we are.
You’ll serve as the voice of the organization across all customer touchpoints, from everyday questions to more complex or escalated concerns. When something goes wrong, you’ll step in with empathy, clarity, and solutions that protect both the consumer relationship and our brand reputation.
Beyond responding, you’ll look for patterns. You’ll turn feedback into insight, identifying trends, surfacing risks, and partnering with Marketing, Operations, and Sales to improve products, communication, and the overall experience.
As a growing brand, you’ll help shape how we show up to consumers by building response guidelines, tracking key satisfaction metrics, and ensuring we’re prepared during launches, changes, or recalls. From resolving quality concerns to sending a thoughtful coupon or product surprise, you’ll help create the kind of brand experience that builds real loyalty.

Requirements

• 3–6+ years of customer service or consumer experience management, preferably in CPG, food & beverage
• Strong written communication skills with the ability to adapt tone to brand voice
• Experience handling escalations and sensitive consumer situations
• Ability to analyze feedback trends and translate data into actionable insights
• Experience working cross-functionally with operations, quality, and marketing teams
• Proficiency in customer support platforms (CRM/ticketing systems) and reporting tools
• Highly organized with strong prioritization and decision-making skills

Nice To Haves

• Experience in a fast-growing startup or challenger brand
• Familiarity with food safety or quality complaint processes
• Familiarity with Shopify and Gorgias

Responsibilities

• Serve as the primary owner of the consumer experience across all communication channels such as email, phone calls, and other digital platforms
• Manage and resolve escalated consumer complaints with timely and brand-aligned solutions
• Monitor incoming consumer feedback and identify trends, risks, and improvement opportunities
• Translate consumer insights into actionable recommendations for Marketing, Operations, and Sales teams
• Lead investigation and documentation of product quality concerns and coordinate internal follow-up
• Develop response guidelines and communication standards that maintain a consistent brand voice
• Track and report customer satisfaction metrics and key performance indicators
• Build and maintain internal knowledge resources for accurate consumer communication
• Partner with cross-functional teams during product launches, changes, or recalls supporting clear consumer communication
• Coordinate consumer appreciation initiatives, including sending product and routine coupon mailings.

Benefits

• Technology Stipend
• Equity
• Full-time employees and dependents are eligible for medical, dental and vision insurance
• 4 weeks paid time off + paid holidays
• 401(k) program with employer contribution

What This Job Offers

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