Customer Service Manager

About Liquid I.V.At Liquid I.V., our purpose is to elevate the vitality of people and the planet. An ambitious goal? Yes! But by playing to win, holding the bar higher, championing wellbeing, and always thinking with a pioneering mindset we can go further together to leave a lasting mark.Our products are stocked in over 80,000 retail doors, including the world’s leading specialty, big box, and online retailers such as Costco, Walmart, Target, Amazon, and many more. In just over 10 years, our growth has been exponential. And as part of Unilever, we’re continuing the expansion of Liquid I.V. into a global brand.We’re also passionate about cultivating solutions for equitable clean water access, a healthier planet, and thriving communities. We contribute over 1% of our company revenue to our Impact Program through which we provide partnerships and grants to organizations that expand access to clean and abundant water locally and globally. By 2026, our goal is to help ensure access to clean water for 2 million people around the world.About our Team:We are a world-class team of innovators and passionate changemakers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration.About the role:The Liquid I.V. Customer Experience team needs a Customer Service Manager to support the growth of our online presence and E-commerce channels. This manager will play an integral role in ensuring smooth weekend operations and supporting customer engagement initiatives across the brand.Functions and duties of this role include, but not limited to:

Ensure proper staffing of the weekend and chat channels to ensure KPI success.

Escalate major issues that affect performance and volume, building a plan of action to handle/de-escalate major issues that arise on the weekend.

Support Tik Tok lives, Firework lives, and other cross-functional initiatives such as Reddit AMA, managing bandwidth to prioritize areas of support.

Work with web operations team to escalate and resolve web issues in a timely manner.

Work with other customer experience managers on team training and process improvements.

Build chat channel operations.

Work with the Director of Customer Experience to ensure weekend, chat, and customer engagement initiatives support the overall CX function.

Assist team members with difficult tickets and serve as a point of contact for ticket escalations.

Qualifications:

Bachelor’s degree preferred or 4 years in client services/ management required.

Ability to show initiative and work well independently and as a team.

Highly organized and dependable.

Comfortable working in a diverse, fast-paced environment, adhering to tight deadlines.

Highly proficient in Microsoft Office.

Verbal and demonstrated written communication skills, ability to flex based on audience.

High degree of accuracy and attention to detail.

Must be flexible, work well under pressure, and have the ability to readily adapt to change.

What We Give:

100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).

A 401k plan with company match, short and long-term disability coverage.

A generous PTO and sick policy that includes 13+ paid annual holidays.

Wellness classes (fitness, mental health, nutrition, finance, etc.).

An Employee Assistance Program, including membership for guided meditation for all employees.

Monthly tech and wellness reimbursement.

An infinite supply of Liquid I.V. for endless hydration!

Work Environment:

Hybrid office environment with flexibility for industry events.

Candidates must be authorized to work in the United States without sponsorship.The expected salary range for this position is $86,100 - $129,100 annually and is bonus eligible. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget.This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.