Community CX Manager

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process! About the role We're hiring a Community CX Manager to be the person who always knows how our customers really feel about Grüns, wherever they're saying it, and who owns our toughest escalations with real judgment. Alongside that, you'll build the voice, community, and customer experience foundation for Grüns' emerging brands, giving each one its personality from day one. This role reports to our Director of CX, and sits at the intersection of brand, community, and customer experience. This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a biannual basis for amazing off-sites where we can connect IRL. In this role, you will: Proactively surface what customers are saying about Grüns and our emerging brands across review and complaint channels like Trustpilot, BBB, and Junip, not just what comes through the helpdesk Own high severity and sensitive escalations, working from clear playbooks and looping in Ops or Legal when needed Turn escalation trends into upstream fixes: training updates, coaching, or macro changes, so the same issue doesn't keep coming back Partner with Product, Ops, and Legal on recurring complaint themes, so feedback turns into action Build and own the voice, tone, and community presence for Grüns' emerging brands, from launch through scale, and make sure every new brand is ready for customers on day one Coordinate with our Community CX Manager on shared standards while keeping each brand's voice distinct We're looking for someone who: Has 3-4+ years of experience in CX, community management, or complaint resolution, ideally with real depth on the CX side, not just social or marketing Understands how a help desk actually runs: how to prioritize, how to hit SLAs, how to close the loop with a customer Has hands on experience with review or complaint platforms like Trustpilot, BBB, Junip, or similar Is proactive about how other teams collaborate with CX and Community, rather than waiting for direction from them Has built voice and tone for a new or emerging brand from scratch. Bonus if you've done it more than once Has experience in a public facing role, responding to comments or reviews from customers Has worked with CRMs like Gladly, Zendesk, or Gorgias, and is comfortable in Shopify and Loop Returns Approach to the role: You'd never want to log off knowing someone somewhere is saying something negative about Grüns without having run it down You find problems before anyone flags them, and you show up with a proposed fix, not just a heads up You have sharp judgment about when a complaint needs a careful, escalated response versus a standard one You see every escalation as a chance to make the whole team better, not just a case to close You bring a fun, creative voice to the brands you build, while still knowing how to read the room You're comfortable building process from zero Compensation & Benefits: At Grüns, we're committed to providing a competitive total compensation package — grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is $90,000 - $100,000 plus bonus depending on experience, paired with a comprehensive benefits package designed to support the well-being and growth of our team. A bit about us... At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you. Like you, we were disappointed. There’s an infinite number of “nutrition” companies, all focused on what’s best for them — not what’s best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We’ve seen it all. So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious. What we care about... Be the Best: We hold ourselves, our teams, and our partners to an incredibly high standard - and we raise the bar constantly. "We've never done this before" isn't an excuse here. It's an invitation. Own It: We act like our name is on the door. That means taking complete ownership of outcomes, collaborating deeply, working through roadblocks - not around them - and never waiting for someone else to solve the problem. Great owners are great partners. Drive Impact, Urgently: We measure impact, not effort. We work smart and hard, move fast, and use every tool at our disposal - including AI - to focus our energy where it matters most. Compensation & Perks: For every role, we aim to have highly competitive compensation and opportunity for impact and career growth. Everyone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family, generous PTO, free Grüns, and a few more perks centered around health and well-being that we can't wait to tell you about!