Customer Experience & Growth Automation Manager

Customer Experience & Growth Automation Manager

CX & Marketing Team, Full-Time

Hybrid in Boise, Idaho

Saalt empowers people to care for their periods in a healthy and sustainable way. We do this by creating high-performance products and stigma-breaking branding that engage customers and communities, pioneering the way to bring sustainable, clean period care to the mainstream consumer. Saalt invests in women and communities across the globe through period care donations, and by funding scholarships and life skills training to change generations.

As a certified B Corp, we strive to be the change we seek in the world, conduct business knowing that people and planet matter and aspire to use business as a force for good to benefit all. We create modern reusable period care without the toxins, the chemicals, and the wrappers you throw away every month. We commit to do more with less, make deliberate choices about our bodies, and believe everyone should know what their cervix is.

Our growing team is based in beautiful Boise, Idaho.

Saalt is one of the fastest-growing brands in women’s health and sustainable period care, and we need a CX leader who wants to actively be involved in shaping the ongoing strategy. Saalt has developed a reputation for delivering the best Customer Experience and education in the industry. With a shifting competitive landscape and new technologies comes a need to constantly reassess the principles of how to deliver customer delight and education.

Your job will be to help continually improve Saalt’s CX processes and update best-in-class playbook over time.

You’ll lead a team, shape the full customer journey, and work hand-in-hand with marketing to turn great CX into a real growth driver. If you love building systems, get excited by AI, and genuinely care about delivering the very best customer experience and helping customers find success, this is the role for you.

• Work with the Saalt Leadership Team on setting the vision and direction of the CX Team and the role customer delight plays in the long-term vision for Saalt as an industry leader in customer satisfaction and thought leader in women’s health.
• Lead the CX team handling day-to-day tickets improving our customer satisfaction.
• Set the direction, define what “great” looks like, and build a coaching culture where your team improves over time and you become an expert in company products, policies, and procedures
• Be the person people turn to when customer issues get complicated or sensitive.
• Handle the logistics: budget, systems, scheduling, and coverage, including occasional evening or weekend rotations because our customers don’t stop, and neither do we.

• Become an expert in menstrual cups/discs, period underwear, reusable period care, and menstrual health.
• Own the end-to-end CX strategy across email, chat, social (Instagram, Facebook, Tik Tok Shop, You Tube), and Amazon, all running through Gorgias.
• Come in with fresh eyes to improve processes around the customer journey.
• Be a collaborative and cross-functional leader in the company and advocate for the voice of the customer in all areas.
• Track the right KPIs (including NPS), dig into what customers are telling us, and feed those insights back into product, packaging, and content teams to drive improvement.
• Monitor and respond to reviews across e-commerce and retail platforms.
• Track complaints and investigate root causes in line with FDA guidelines and provide reporting and feedback to managers and the Leadership Team.
• Become an expert in all Saalt products and adjacent areas and lead the team in generating content to support customer education and marketing efforts broadly.

• Lead the way on using AI to make the team smarter and faster, not just cheaper, so your team can spend time on higher-level work that delivers more value for the customer.
• Build proactive tools and workflows that catch customer pain points before they turn into tickets, including continually assessing and implementing tech solutions, automations and AI to optimize response time, accuracy and delight…