Kodiak Cakes is hiring a

Community Response Specialist

Park City, United States
Remote

Who are we? 

Kodiak is one of the fastest growing food companies that is disrupting the industry with its better-for-you breakfast and snacking options. Our journey with food began by restoring the tradition of whole grain flapjacks and adding some protein to fuel folks' adventures. In the process, we discovered that foods made closer to nature are not only fueling but taste better. So, we set out to inspire wilder, wide-open lives by feeding epic days through real breakfasts. That’s one of the reasons we’re in the scenic Rocky Mountains of Park City, Utah: to live our purpose and be close to nature.  

Our mission is to become the most loved, next generation food brand, and we’re well on our way. We craft the best-selling whole grain flapjack mix in the nation along with toaster waffles, baking mixes, oatmeal, syrup, and snacking options at all major retailers. We’re expanding rapidly as our business continues to grow year-after-year and need to build our team with people that share our passion for the outdoors, bring industry experience, thrive in an entrepreneurial culture, and want to make an impact in the food space. We believe that eating real, good-for-you food, being active outdoors, and preserving nature will restore balance generations before us worked so hard to forge. We embrace the spirit of the Kodiak – a pristine wilderness with a rich ecosystem – and we rely on that spirit of the Kodiak to inspire the work we do, the food we eat, and the way we play.                                                                                                  

Job Type: Full-Time (Exempt)

Job Location: Remote (Park City, UT preferred) 

What will this position do?   

We are looking for a talented consumer experience specialist to oversee and elevate our community engagement and customer experience strategies. This multifaceted position will be responsible for consumer engagement across multiple platforms. They will play a crucial role in strengthening brand loyalty through distinctive and unforgettable consumer experiences while identifying and removing friction from the consumer journey. This role will need to stay up to date on innovation, product changes, marketing campaigns, manufacturing processes, and e-commerce systems. We want someone that lives to make meaningful connections and is passionate about making Kodiak Cakes loved by all!

  • Consumer engagement:
    • Own consumer customer support software, ensure we’re utilizing the appropriate reporting and tracking capabilities
    • Provide personalized, accurate, and empathetic support via email, live chat, and phone call
    • Meet or exceed performance metrics: including response time, customer satisfaction, and resolution rates
  • Crisis management:
    • Handle high-risk situations involving food safety, recalls, or health-related concerns with professionalism and urgency
    • Collaborate with cross-functional teams (e.g., quality assurance, regulatory, legal) to investigate issues and communicate appropriately to consumers
  • Skilled and sensitive communication:
    • Use independent judgement to navigate challenging conversations with empathy and clear information
    • Develop and maintain response templates to ensure consistency and clarity.
  • Data Analysis and reporting:
    • Monitor and track consumer trends, critical feedback, and sentiment
    • Own the end of month consumer trends report and proactively communicate consumer feedback with the brand marketing and product development teams
  • Training and development:
    • Assist in training team members on best practices for handling sensitive situations and enhancing the consumer experience
    • Maintain awareness of industry standards and regulations regarding food safety and consumer rights
  • E-commerce management:
    • Oversee the daily operations of our e-commerce platform, ensuring that orders are processed accurately and efficiently
    • Manage subscription services, including setting up new subscriptions, addressing customer inquiries, and resolving issues related to billing and delivery
    • Monitor e-commerce metrics and consumer feedback to identify areas for improvement in the online shopping experience

What are we looking for?

We are looking for someone who has a high degree of organizational skills, project management skills, attention to detail, and the ability to multi-task. They must be a team player with a high level of initiative and work well in a team environment. We are looking for someone with the ability to plan and carry out responsibilities with minimal direction.

  • 2+ years of experience in consumer experience, customer service, or crisis management, preferably in the CPG industry
  • Exceptional verbal and written communication skills, with an ability to convey complex information clearly and empathetically
  • Proven ability to handle high-pressure situations and resolve conflicts effectively.
  • Strong analytical skills and proficiency in data analysis
  • Extreme attention to detail, organizational skills, ability to multi-task, and think beyond what is in front of you
  • Team player with a passion to work with others while maintaining an entrepreneurial, self-starter spirit
  • Ability to quickly adopt and retain high-level knowledge and expertise on Kodiak Cakes products

What else do I need to know? 

We offer competitive compensation and benefits that include:  

  • Health/vision/dental plans  
  • 401k match  
  • Relocation assistance  
  • Annual performance bonus 
  • A company fleet of snowboards and other equipment
  • Active lifestyle allowance 
  • Therapy Benefit
  • All-you-can-eat flapjacks 
  • Flexible vacation 
  • Early-out Fridays 
  • Parental leave 
  • Casual dress code 
  • A variety of other Kodiak-unique perks  

 

Recognized by Inc and Utah as one of America’s best places to work, we are known for our awesome work environment – a fun and authentic place where wins are celebrated, collaboration is king, work is balanced with life, and every individual makes a deep impact. We proactively search for ways to develop each individual along their career path here at Kodiak and beyond. We're inspired and committed to creating natural, authentic food with superior taste to fuel a healthy, active lifestyle. We feel encouraged by some of the trends in food today and believe that with a concerted effort we can make an enormous impact in building momentum for natural, better-for-you foods. We invite you to apply to join our team and leave your legacy on the future of food. 

At Kodiak, we foster a truly inclusive community that encourages, supports, and celebrates what makes each of us unique. We bring our full authentic selves to work and leverage our diverse backgrounds and perspectives to create a culture of belonging that feeds epic days & wilder lives.

Apply for this job

Please mention you found this job on AI Jobs. It helps us get more startups to hire on our site. Thanks and good luck!

Get hired quicker

Be the first to apply. Receive an email whenever similar jobs are posted.

Ace your job interview

Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.

Specialist Q&A's
Report this job
Apply for this job