Customer Experience Manager

About Us

Snif is setting the new standard in fine fragrance. The search for high-quality scented products should be simple, accessible, and fun. We bring our customers what they want to smell and develop new, unexpected ways for them to incorporate fine fragrance into their daily routines.

Every scent we develop is designed to be an immersive experience. From the name, packaging design, and creative campaigns to someone's first spray, we want them to see and smell the quality behind every release. Our formulas are always made with top-shelf ingredients and are genderless, non-toxic, vegan, and cruelty-free.

Snif products are sold on our DTC site and can also be found at all Ulta Beauty locations. We've been featured across notable press outlets including Forbes, Fast Co., WWD, Vogue, Allure, Cosmopolitan, NY Mag, Harper's Bazaar, and more. Additionally, we're backed by some of the most revered investors in the consumer goods space.

We're a lean team that's expanding quickly, and we're looking for someone who believes in our vision to shift the way people experience scents.

The Role:

Brand integrity, community, and service are at the heart of Snif. As the Customer Experience Manager, you will serve as a key voice of the brand, playing a critical role in fostering customer loyalty and trusted retail relationships. Leading our customer experience efforts, you will help manage inbound CX inquiries across engagement platforms. In addition, you will help manage our returns platform and ensure that all customer orders are processed seamlessly. You will also manage our customer reviews platform.

This role requires an individual who is motivated to problem-solve, build relationships, and think strategically. We are looking for someone who identifies as a positive, enthusiastic, and responsive communicator. This person has the unique ability to uphold brand values, processes, and goals with extreme attention to detail. As a representative of the brand, this individual is integral in maintaining the satisfaction of our Snif community.

The Customer Experience Manager will report directly to our Director of Customer Experience and will work closely with our teams across retention, operations, marketing, creative and brand, retail, and product development. 

 While we are based in New York City, we're operating as a remote team. The ideal candidate will be located in the East Coast or Central timezones.

• Manage our customer support inbox and respond to all inbound emails concerning order status, returns, product questions, and general customer support in a timely and friendly manner
• Manage one-on-one customer outreach and follow up as needed
• Assist in compiling monthly metrics reports
• Manage and engage with customer feedback on our website by reviewing, publishing, and responding to reviews, and sharing key insights or concerns with the team
• Manage customer experience on our Amazon storefront by monitoring and responding to inquiries and reviews in a timely manner
• Manage review syndications with our retail partners
• Manage customer orders by tracking and adjusting through our fulfillment platform, handling special cases, and coordinating with Operations to keep customers informed
• Manage returns by tracking and adjusting refunds through our automated platform, and sharing customer feedback and insights to improve order flow and product development
• Track and report order issues and product insights, maintain logs of damages or missing orders, and share recommendations to enhance the customer experience
• Maintain and update the FAQ database by reviewing on-site content, adding new information for product launches and site updates, and coordinating with our fragrance partners to address formula-related questions as they arise

• At least 4 years of work experience working in the customer experience space for a DTC brand, start-up environment is a plus
• Excellent written verbal and communication skills
• A friendly, positive attitude that leads with kindness
• Next-level time management and organization skills, along with a great attention to detail
• Genuine excitement to build and foster customer and vendor relationships
• Ability to quickly understand Snif's brand and voice, and translate this to our existing and prospective customers across engagement platforms
• Ability to quickly problem-solve and troubleshoot collaboratively
• Previous experience with Shopify, Gorgias, Loop Returns, Junip, and other retail, review, and order management platforms
• You are curious and innovative; You're constantly seeking ways to make a product or process the best it can be
• You want (perhaps even need) the excitement, grind, and freedom that comes with an early-stage and fast-growing startup

• Proven success at a fast-paced startup, extra bonus points if in the beauty industry
• Knowledge/passion for scented products, including (but not limited to) fragrance, body care, candles, and laundry categories

• Be part of a fast-growing company with an awesome mission
• Highly competitive salary and equity so you're a part of the Snif family
• An opportunity for growth and ability to widen your role and responsibilities
• Medical, Dental, and Vision healthcare insurance
• 401K Retirement Plan with company matching
• Paid Parental Leave 
• Flexible vacation and PTO policy
• Industry-leading well-being and mental health benefits 
• Virtual and remote work as well as work-from-home setup
• Snif product on us

Snif is an equal employment opportunity employer to all employees and applicants for employment. We celebrate people from all backgrounds. If you're driven by our mission, we'd love to hear from you Email us