Customer Experience Manager

Customer Service Manager

Klatch's mission is to add enjoyment to people's day and the Customer Service Manager owns that mission wherever a customer touches the brand. This role owns the end-to-end customer experience for Klatch Coffee's wholesale, ecommerce, and retail caf channels. This role is responsible for building and enforcing the processes that ensure wholesale accounts and online customers receive accurate, on-time orders and for resolving issues when things go wrong, whether that's a damaged shipment, a confused first-time buyer, a frustrated wholesale partner, a gift card that won't redeem, or a customer who had a disappointing visit at one of the cafs. This is a process-and-people role: the manager doesn't just handle tickets, they build the system that prevents the tickets in the first place tracking performance through KPI dashboards and partnering on continuous improvement so issues get solved at the root, not just closed out one at a time.

This position works out of Klatch's corporate office and reports directly to the CEO.

Key Responsibilities

Order Fulfillment & Accuracy

• Design, document, and maintain standard operating procedures for wholesale and ecommerce order intake, confirmation, fulfillment, and delivery tracking
• Partner with roasting, packaging, and shipping teams to identify and close gaps that cause late or inaccurate orders
• Own the escalation path when an order is delayed, short, wrong, or damaged coordinate resolution (reship, credit, refund) and root-cause it so it doesn't recur
• Track and report on fulfillment KPIs (on-time %, order accuracy %, damage/return rate) to leadership

Customer & Account Support

• Serve as the primary point of contact for wholesale account issues that front-line staff can't resolve (billing discrepancies, account setup, recurring order changes, credit holds)
• Respond to ecommerce customer inquiries and complaints across email, phone, and/or chat de-escalating upset customers and finding fair, brand-appropriate resolutions
• Support potential customers and confused shoppers with product, subscription, and ordering questions to convert inquiries into sales and reduce cart abandonment
• Build and maintain a knowledge base / FAQ resource so common issues can be resolved quickly and consistently

Retail Store Escalations

• Serve as the corporate point of contact for customer complaints originating at retail caf locations (poor service, order mistakes, product quality, cleanliness, etc.) that store staff or management can't fully resolve
• Follow up directly with the customer to make it right, and loop in the store's District/Regional Manager so the underlying issue at that location gets addressed, not just the individual complaint
• Track complaint themes and volume by location to flag patterns (a specific store, shift, or issue type showing up repeatedly) for operations leadership
• Establish a consistent process for how retail complaints get logged, routed, and closed out whether they come in via social media, review sites, the app, or direct contact with a caf

Technical Troubleshooting

• Troubleshoot and resolve issues with the Klatch app (login, ordering, loyalty/rewards, payment) and gift cards (activation, balance, redemption failures), escalating to IT/vendor support when needed
• Act as the voice-of-customer feedback loop to engineering/IT and marketing on recurring app or gift card issues, bugs, or points of confusion
• Maintain a log of recurring technical issues and their resolutions to speed up future troubleshooting

Process & Team Leadership

• Build the playbooks, templates, and response-time standards that make customer service consistent regardless of who's handling the ticket
• Hire, train, and manage any customer service staff or shared front-line resources supporting this function
• Report regularly to leadership on ticket volume, resolution trends, root causes, and process improvements

Reporting & Continuous Improvement

• Build, maintain, and publish daily, weekly, and monthly customer service dashboards tracking the KPIs above
• Present operational trends and continuous improvement recommendations to the Director of Operations and Executive Leadership
• Standardize SOPs, eliminate administrative waste, and leverage CRM/ERP workflow automations

Requirements

Qualifications

• 3+ years in customer service, account management, or operations, ideally in food/beverage, CPG, or wholesale/ecommerce
• Demonstrated experience building or improving a process, not just following one
• Comfortable being both empathetic with upset customers and firm/organized on process
• Passionate about building a customer-centric culture, taking personal accountability for team performance and customer retention
• Experience with ecommerce platforms (Shopify), ERP (Sage Intaact), and Toast POS a plus
• Comfortable building and reading KPI dashboards (Order Accuracy, OTIF, response times, RMA trends) and translating them into action; CRM/ERP workflow automation experience a plus
• Strong written and verbal communication; calm under pressure
• Based at or able to work from the corporate office