Customer Service & Community Manager

Role Summary: The Customer Service & Community Manager is responsible for creating meaningful brand awareness and fostering unparalleled brand loyalty with our target audiences and customers, by understanding, connecting, and bringing the brand to life through dynamic communications. We are passionate about our customers and work to delight them on every interaction with Giadzy

Essential Functions of the Role:

• Assist in conducting root cause analysis and recommending solutions to drive improvements
• Build relationships with customers and influencers to continue to improve upon the end-to-end customer experience
• Bring the brand to life through dynamic and community driven communications to solidify the brand, including assessing competitor content and understanding the landscape as well as having a deep connection to our community and our customers.
• Manage the order life cycle from order receipt and confirmation through delivery to the customer.
• Monitor and respond to all public comments about the brand and products–develop internal reporting on this information in order to derive insights.
• Measure customer sentimentthrough NPS, reviews, surveys and referral activity
• Manage and assist post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries and any other issues that may arise in the order fulfillment process
• Ensuring tone is perfected and all communications are aligned with overall brand/product messaging;
• Be eyes, ears and voice for the brand across all community and customer touchpoints including social media, blog, and customer communications (email, chat, phone,etc.).

Required Experience, Education, Knowledge, Skills & Abilities

• An entrepreneurial spirit and be successful in a fast-paced, agile, innovative, and collaborative start-up environment
• A passion for technology and automation tools, experience with customer support tools is a plus.
• Acute attention to detail, proficiency in social media strategies, analytics and customerrelations resolution and exceptional “quick to respond”, problem-solving skills
• Exceptional prioritization, analytical, communication and organizational skills
• Experience with NPS surveys and platforms such as delighted and freshdesk is a plus
• A Bachelor’s degree or equivalent combination of education,training, and experience preferably in Marketing, Consumer Relations Management or Business Management and/or digital media consumer relationship management
• A minimum of 2-3years of experience in community marketing, customer service or customer experience roles
• Domestic travel may be required
• An excitement in building a new brand while wearing many hats during launch and initial growth phases. A passion for engagement and a customer-centric mindset

Giadzy is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which all people processes including the decision to hire, promote, discipline, or discharge are based on merit, competence, performance, and business needs and applied without discrimination. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.