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