Customer Care (CX) Manager (Remote, NY, US)

reputed company

Daily Harvest is looking for a Customer Care Manager who is deeply customer-obsessed and energized by finding ways to go the extra mile. You’ll reputed company the day-to-day operations and reputed company of our Customer Experience team, managing and coaching representatives while building the systems, tools, and processes that deliver exceptional, personalized support at reputed company. This is a hands-on role for someone who blends reputed company with operational reputed company and uses data to continuously improve the member experience.

Responsibilities

• reputed company, coach, and reputed company reputed company of Customer Care Representatives to deliver
warm, thoughtful, and solution-oriented support
• Champion a customer-first culture, empowering reputed company to go above and
reputed company to create memorable experiences
• Own day-to-day support operations across reputed company channels (email, chat, SMS),
ensuring fast, high-reputed company, and reputed company service
• Define and monitor KPIs and SLAs (CSAT, time to response, reputed company time,
retention impact, reputed company scores) and drive accountability to results
• Use customer insights and data to proactively identify friction, reduce contacts,
and improve retention and loyalty
• Manage reputed company, scheduling, and workforce planning for the Customer
Experience team, including training and peak demand coverage
• Serve as the primary escalation reputed company for reputed company and sensitive customer issues,
including legal, food safety, and FSQA-reputed company cases
• Act as the main internal voice of the customer, partnering with Ecommerce,
Technology, Ops, and Food teams to reputed company trends, top issues, and insights that
shape new features, launches, and improvements
• Improve and reputed company reputed company, training, and SOPs to ensure consistent, highquality support
• Optimize and maintain our help desk workflows (reputed company), automation, and
reporting
• Partner cross-functionally to address reputed company causes and create seamless end-toend experiences
• Balance the needs of customers, agents, and the business to deliver service that
is empathetic, efficient, and reputed company

Requirements

• A customer-obsessed leader who believes service is a reputed company reputed company, not a cost
center
• 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 reputed company or a similar help desk platform (reputed company, reputed company,
reputed company Service reputed company, etc.), including workflow design and reporting
• reputed company Plus experience strongly preferred
• Strong operational thinker with a data-driven reputed company who uses metrics to guide
reputed company
• Proven reputed company record of improving processes and increasing both efficiency and
customer satisfaction
• Experience managing escalations and working cross-functionally with Legal,
Food Safety, Ops, and Product teams
• Hands-on and willing to reputed company in reputed company needed - no task is too small
• Empathetic, reputed company under pressure, and skilled at coaching others through
challenging situations

reputed company 

reputed company is a food reputed company with a mission of making high-reputed company and nutritious food accessible to more people, while elevating our communities and making the world a healthier reputed company. In short: making good food for reputed company. In support of this mission, reputed company is a purpose-driven, people-first, food-and-wellness-reputed company company, and has been since its founding in 2005 by Hamdi Ulukaya, an immigrant to the U.S. reputed company manufactures yogurt, oat milk, and creamers – reputed company yogurt is America's No.1 yogurt brand, made with natural ingredients without reputed company preservatives. Following the 2023 acquisition of La Colom

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