Customer Experience Manager

Job Description

Job Description

Description : Who we are

Founded in 2014 and based in Asheville, North Carolina, Poppy Handcrafted Popcorn Inc is a leading gourmet popcorn company in the U.S. We sell direct-to-consumer, wholesale and Grocery retail throughout the U.S. Poppy is the fastest-growing small to mid-sized CPG company in its category and boldly pursues ambitious goals that outperform the industry.

We believe in using only the best ingredients. We believe in spending way too much time thinking up flavor combinations and making way too many batches of popcorn to get those recipes just right. We believe in savory. And sweet. And we especially believe in savory and sweet. Simply, Poppy makes the best popcorn you will ever eat.

We are a people first organization and offer a professionally challenging and rewarding work environment. We are looking for innovative, creative, high energy, and talented professionals that have a passion for growing strong brands and products, thriving in an entrepreneurial environment, and building and leading fun, high-performing teams.

Position Description

We are seeking a passionate, customer-obsessed, and solutions-driven Customer Experience Manager to take ownership of our customer support function. As a voice of our brand, you will be responsible for shaping and managing the customer journey, ensuring every interaction reflects our commitment to “wowing and delighting” our customers. In this role, you will oversee customer-facing processes, set service standards, and collaborate across departments to continuously improve how we connect with and care for our customers. The ideal candidate is a strategic problem-solver who thrives in a fast-paced environment, enjoys building and refining systems, and has the autonomy to make decisions that strengthen customer loyalty and enhance the overall experience.

This is a full-time, salaried exempt position based on-site at our Asheville, NC production facility, with a starting annual salary of $50,000 .

Key Responsibilities

Customer Communication, Support and Advocacy

• Oversee customer communication standards, ensuring all inquiries via phone, email, and chat are addressed in a timely, professional, and brand-aligned manner
• Display a courteous, empathetic, warm and customer-first attitude at all times.
• Document all customer inquiries, requests, resolutions, and follow-up tasks.
• Resolve and guide escalation of complex issues related to orders, shipping, returns, product questions, and website troubleshooting, exercising judgment to determine best outcomes.
• Escalate issues to the appropriate department or individual following established guidelines and document for oversight and resolution tracking.
• Provide oversight on customer research and resolution accuracy, ensuring information provided to customers is complete and reliable.
• Partner with marketing to execute “surprise and delight” moments for our customers, including special notes, merch, or product surprises in shipments.
• Partner with marketing to ensure discounts or physical coupons are available for ad hoc use for customer service inquiries or issue resolution.
• Ensure customer messaging and communications (holiday schedules, closures, policy updates) are accurate and up to date.
• Coordinate and oversee personalized bags and donation inquiries and requests aligning with company values and brand image

Customer Service Platform Management

Process Improvement & Fulfillment Support

Requirements :