CX Manager

Company / Client Overview

The company is a leading telemedicine platform providing doctor-recommended hydration solutions designed to enhance recovery performance and overall wellness. Their products combine essential electrolytes, vitamins, and minerals without added sugars or artificial ingredients. Trusted by over 1300 healthcare professionals, the company serves athletes, first responders, and individuals seeking effective science-backed hydration. With a direct-to-consumer approach and a commitment to quality, the company continues to innovate in the health and wellness space.

Duties and Responsibilities

We are looking for a proactive CX Manager to handle customer inquiries across multiple channels, primarily chat and email. The ideal candidate is articulate, customer-focused, and eager to learn about our hydration and wellness products to provide accurate and helpful guidance.

• Respond promptly and professionally to customer inquiries via chat, email, and SMS, providing accurate and helpful information via Gorgias.
• Manage and resolve customer issues such as order modifications, refunds, and product questions efficiently and empathetically.
• Educate customers on product differences, benefits, and usage, ensuring a high level of product knowledge and brand representation.
• Proactively follow up with customers to ensure satisfaction and address any outstanding concerns.
• Track, analyze, and report recurring customer issues and feedback to inform product and service improvements.
• Assist in creating and maintaining FAQs, help articles, and other self-service resources for customers.
• Collaborate with marketing and internal teams to provide customer insights that enhance campaigns and messaging.
• Monitor interactions for trends, identify potential issues, and elevate urgent matters to relevant teams when necessary.

Minimum Requirements

Required Experience

Manager

Key Skills

Position : CX Manager

Work Hours (Client) : 9am - 5pm EST Mon - Fri

Pay Range : $1200 - $1600 USD / month (varies based on skill set and experience level)

Location of Search : South Africa, Latin America, Philippines

Work Location : REMOTE

Type of Contract : Independent Contractor

Employment Type : Full Time

Vacancy : 1

Monthly Salary : 1200 - 1600

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