Community CX Manager

Location: Remote

Department: Customer Experience

About the role

Were hiring a Community CX Manager to be the person who always knows how our customers really feel about Grüns, wherever theyre saying it, and who owns our toughest escalations with real judgment. Alongside that, youll build the voice, community, and customer experience foundation for Grüns emerging brands, giving each one its personality from day one. This role reports to our Director of CX, and sits at the intersection of brand, community, and customer experience.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a biannual basis for amazing off-sites where we can connect IRL. 

In this role, you will:

• Proactively surface what customers are saying about Grüns and our emerging brands across review and complaint channels like Trustpilot, BBB, and Junip, not just what comes through the helpdesk
• Own high severity and sensitive escalations, working from clear playbooks and looping in Ops or Legal when needed
• Turn escalation trends into upstream fixes: training updates, coaching, or macro changes, so the same issue doesnt keep coming back
• Partner with Product, Ops, and Legal on recurring complaint themes, so feedback turns into action
• Build and own the voice, tone, and community presence for Grüns emerging brands, from launch through scale, and make sure every new brand is ready for customers on day one
• Coordinate with our Community CX Manager on shared standards while keeping each brands voice distinct

Were looking for someone who:

• Has 3-4+ years of experience in CX, community management, or complaint resolution, ideally with real depth on the CX side, not just social or marketing
• Understands how a help desk actually runs: how to prioritize, how to hit SLAs, how to close the loop with a customer
• Has hands on experience with review or complaint platforms like Trustpilot, BBB, Junip, or similar
• Is proactive about how other teams collaborate with CX and Community, rather than waiting for direction from them
• Has built voice and tone for a new or emerging brand from scratch. Bonus if youve done it more than once
• Has experience in a public facing role, responding to comments or reviews from customers
• Has worked with CRMs like Gladly, Zendesk, or Gorgias, and is comfortable in Shopify and Loop Returns

Approach to the role:

• Youd never want to log off knowing someone somewhere is saying something negative about Grüns without having run it down
• You find problems before anyone flags them, and you show up with a proposed fix, not just a heads up
• You have sharp judgment about when a complaint needs a careful, escalated response versus a standard one
• You see every escalation as a chance to make the whole team better, not just a case to close
• You bring a fun, creative voice to the brands you build, while still knowing how to read the room
• Youre comfortable building process from zero

Compensation & Benefits:

At Grüns, were committed to providing a competitive total compensation package — grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is $90,000 - $100,000 plus bonus depending on experience, paired with a comprehensive benefits package designed to support the well-being and growth of our team.