Job details
Customer Experience & Community Manager - Job Summary
Manage community engagement and customer experience initiatives to build customer trust, spark advocacy, and improve service while supporting cross-functional collaboration and CX projects.
Key Responsibilities
- Manage customer engagement across social media channels and review platforms with consistent, values-driven tone.
- Create loyal community experiences through surprise and delight initiatives.
- Document and share community insights and sentiment with the team.
- Oversee training and quality of outsourced CX agents on social channels.
- Identify recurring customer issues and feed insights into monthly business reports.
- Monitor customer sentiment and key CX metrics for early warning signals.
- Support CX tool improvements, automation pilots, FAQ refreshers, and documentation.
- Maintain clear and updated FAQs, help content, and macros.
- Handle customer communication related to stock, logistics, and order status.
- Collaborate cross-functionally with Brand, Product, Sustainability, and Operations teams.
- Champion customer voice in planning and review processes.
Requirements
- 2–4 years’ experience in customer experience, community management, or related roles.
- Excellent written communication adapting tone across platforms.
- Comfortable managing social media engagement in a brand-aligned way.
- Experience with customer support and social engagement platforms (e.g. Gorgias, Zendesk, Freshdesk).
- Ability to translate customer insights into clear, actionable reports.
- Strong organizational skills to manage projects like automation and reporting.
- Analytical mindset to track and interpret CX metrics (CSAT, response time, sentiment).
- Experience optimizing CX tools and introducing new efficiencies.
- Ability to collaborate with multiple departments effectively.
- Customer-obsessed, proactive, detail-oriented, and sustainability motivated.
- Experience with outsourced CX partners and ecommerce/Direct-to-Consumer brands preferred.
Additional information about the company collected by GoodWord
About SURI
siteSURI is a sustainable oral care company creating eco-friendly personal care products, highly rated and recognized with multiple industry awards.
What Our Employees Say
- SURI offers a mission-driven environment focused on advancing sustainable transportation solutions. (www.suribikes.com)
- Employees report a collaborative and supportive company culture. (www.glassdoor.com)
- Team members have opportunities to work with cutting-edge technology in the electric mobility space. (www.suribikes.com)
Challenges You Might Face
- Being a startup, some employees have reported longer working hours and high expectations. (www.glassdoor.com)
- Limited resources and rapidly changing priorities are common as the company scales. (www.glassdoor.com)
- Benefits and compensation may not be as competitive as larger, established firms. (www.glassdoor.com)