Community CX Manager

Location: Fully remote, with biannual team off-sites.

Salary: $90,000–$100,000 base salary per year plus bonus, depending on experience.

Company

A product company developing convenient gummy-based nutrition made from whole-food ingredients.

What you will do

• Monitor customer feedback across Trustpilot, BBB, Junip, and other review and complaint channels.
• Own high-severity and sensitive escalations, involving Operations or Legal when required.
• Identify escalation trends and turn them into training, coaching, macro, and process improvements.
• Partner with Product, Operations, and Legal to address recurring complaint themes.
• Build voice, tone, and community presence for emerging brands from launch through scale.
• Coordinate shared community and CX standards while preserving each brand’s distinct voice.

Requirements

• 3–4+ years of experience in customer experience, community management, or complaint resolution, with substantial CX experience.
• Understanding of help desk operations, prioritization, SLAs, and customer follow-up.
• Hands-on experience with Trustpilot, BBB, Junip, or similar review and complaint platforms.
• Experience building voice and tone for a new or emerging brand.
• Public-facing experience responding to customer comments or reviews.
• Experience with Gladly, Zendesk, or Gorgias, plus familiarity with Shopify and Loop Returns.

Culture & Benefits

• Fully remote, high-trust work environment with biannual off-sites.
• Strong focus on ownership, high standards, fast execution, and measurable impact.
• Comprehensive benefits coverage for employees and families.
• Generous paid time off and wellness-focused benefits.
• Free company products and opportunities for career growth.