Customer Experience Manager

The Role

Our Manager of Customer Experience will be the heartbeat of our direct-to-consumer relationship across Beboe, Incredibles, and the entire GTI beverage portfolio. This role ensures every interaction-across email, social, chat, and service platforms-is fast, thoughtful, on-brand, and effective. Reporting to the Director of Ecommerce, this person will own the full customer experience lifecycle: overseeing support infrastructure, analyzing feedback, managing service KPIs, and turning insights into actions that drive loyalty and repeat purchase.

This person will also collaborate cross-functionally with DTC, Marketing, Product, and Creative teams to ensure CX is not just a support function-but a strategic advantage. If you're equal parts empathetic and analytical, and you thrive in a fast-paced, high-growth environment, this is your seat at the table.

Responsibilities

• Oversee day-to-day customer service operations across all channels (email, chat, social, SMS, etc.)

• Build and maintain best-in-class helpdesk infrastructure and knowledge base

• Monitor response times, satisfaction scores, and resolution KPIs; implement training or tools to improve

• Transform customer feedback into insights to optimize product, site UX, and messaging

• Collaborate with DTC and CRM leads on retention and loyalty strategies

• Manage issue escalation and coordinate resolutions across teams

• Ensure all customer-facing communication is on-brand, clear, and helpful

Qualifications

• 5+ years in DTC customer service or CX roles; startup or CPG preferred

• 2+ years managing direct reports or cross-functional vendors

• Experience with Gorgias other major helpdesk platforms

• Strong writing skills and natural empathy for customers

• Ability to analyze trends and turn feedback into strategy

• Passion for delivering best-in-class consumer experiences

Additional Requirements:

• Ability to work collaboratively with multi-functional core teams and strong personalities

• Adapts and thrives in a demanding, fast-paced environment

• Operates with a high level of professionalism and integrity, including dealing with confidential information

• Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb

• Must have a solid understanding and/or come to master Hemp compliance rules and regulations set forth by each State

• Must pass any and all required background checks

• Must be and remain compliant with all legal or company regulations for working in the industry