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Customer Service Manager (Dietary Supplements/Nutraceuticals

Keystone & Golden, Inc.

Customer Service Manager (Dietary Supplements/Nutraceuticals

San Francisco, CA
Full Time
Paid
  • Responsibilities

    Our Client is a high growth, Swiss-based life science company, pioneering next generation nutrition products to keep our cells and muscles healthier for longer. Leaders from pharma, life sciences, and nutrition have come together to build this venture into a leader in science-driven nutrition. After more than 10 years of rigorous research and clinical science, which has been published in high-impact science journals, including Nature Medicine and Nature Metabolism, and mainstream media, such as the Financial Times, Bloomberg, Gizmodo, and others, the company is gearing up to launch its next-generation consumer nutrition products in the US. The company is uniquely positioned to create an entirely new category of science-backed nutrition and dietary supplement products with its patented bioactive cellular nutrient that has been favorably reviewed by the FDA as Generally Regarded as Safe (GRAS). The company is backed by strategic investors including Nestlé Health Science.

     

    Position Available

    We are looking for an expert Customer Service Manager to build and grow premium customer service (CS) operations for our D2C, e-commerce led brand in the US. You will be in a unique position to educate customers, providing exceptional customer service. The successful candidate for this position will have both extensive experience working directly with customers in addition to management experience of in-house or remote CS teams. You will spearhead efforts to serve and retain customers, and achieve overall business results over both the short and long-term, maintaining best-in-class customer service. You will be based in San Francisco.

    Job Responsibilities

    • Become a key ambassador for serving and retaining our customers; a partner who deeply understands their needs and can advocate for them when the opportunity arises, communicating through email, phone and chat.
    • Set up and manage day-to-day customer service operations
    • Respond to customer and stakeholder queries in a timely and effective manner
    • Direct technical/scientific queries to the appropriate people in the organization and ensure effective follow-up
    • Review and personally resolve escalated situations with customers or stakeholders
    • Create initiatives to drive customer loyalty and lifetime value through clearly defined business objectives, strategies, and KPIs to track performance
    • Develop and monitor quality assurance and key performance metrics that lead to improvements in customer satisfaction
    • In close collaboration with the marketing team, develop and execute new approaches to optimize customer service
    • Implement Salesforce e-commerce customer service tools to minimize response time
    • Consistently obtain and record customer feedback for common user pain point analysis
    • Create and measure customer satisfaction goals

    Qualifications

    • Bachelor’s degree or equivalent in business or science required.
    • 5+ years in a customer service role, with a demonstrated track record of building and maintaining customer relationships with high-end consumers, i.e. in luxury goods, premium credit cards etc.
    • Experience in consumer health and nutrition is a plus
    • 2+ years management experience of customer service teams is preferred
    • Experience in implementing SOP and QA/QC policies to ensure a high-quality customer experience and journey
    • Mastery of key performance indicators for a D2C e-commerce business including but not limited to average response time, number of customer touches and customer retention strategies
    • Superior problem-solving skills and possess the ability to find multiple solutions to a given problem
    • Optimistic, autonomous, resourceful and results oriented. Able to stay calm under pressure
    • A team player with the ability to work well with a wide range of personalities
    • Native English speaker with excellent verbal and written communication skills. Fluency in Spanish is a plus
    • Some travel required

    Compensation:

    • Competitive compensation package including potential equity