Customer Experience Manager

location:
Charleston, SC (hybrid - 3 days/week in office)

minnow is a family lifestyle brand that embraces clean lines, simple details and crisp seaside breezes. timeless, yet fresh, playful and polished, minnow lives for long days, sandy toes and the wonderment of childhood on the shore.

minnow is a reflection of the life and style of its founder, Morgan Smith, a mother and entrepreneur with a background in premium product marketing. after working in New York and Los Angeles, she returned to her hometown of Laguna Beach, California where minnow was born. she now lives on the other coast in Charleston, South Carolina with her husband and three children.

with the beach and her family inspiring her daily life, Morgan envisioned a children’s swimwear collection with an elevated approach: sun-kissed color palettes, purposeful details, custom prints and high quality, hand-finished production.

this is the person who owns how it feels to be a minnow customer. you will be in the queue every day, answering the majority of email, chat, SMS and social messages yourself, in the brand’s voice. you will manage the part time support team behind you and build the systems that let them carry more.

you will also own the physical part of the minnow experience: the box, the tissue, the insert card, the return that should have been easy. you report to the COO and work closely with the ecommerce, operations and store teams.

• Own minnow's inbound queue across email, chat, SMS and social, and personally handle the majority of it
• Manage, schedule and coach the part-time support team, and build the staffing plan ahead of peak season instead of during it
• Write the macros, response standards and quality bar the team works from, so a reply reads like minnow no matter who sent it
• Run the customer side of returns and exchanges in Loop, including exceptions, escalations and the judgment calls policy does not cover
• Own the unboxing experience end to end: packaging, tissue, insert cards and everything a customer touches before they touch the product
• Bring the voice of the customer back to the business with real reporting on what drives contacts, what drives returns, and which product or site fixes would remove both
• Partner with the Charleston store team so online and in store feel like the same brand
• Set and report on response time, resolution and satisfaction standards every month

• 4+ years in customer experience or customer service at a direct-to-consumer brand, including at least a year leading or managing others (required)
• Based in Charleston or willing to relocate. This role is in person (required)
• Fluency with Shopify and a modern helpdesk, Gorgias preferred, plus returns tooling such as Loop
• Writing strong enough to count as brand copy. Every reply is a customer touchpoint
• A track record of building process where none existed, not just working inside someone else's
• Comfort with the physical side of the job: packaging specs, vendor quotes, samples and unit costs
• Premium apparel, children's, or another category where people care what the box looks like (preferred)

• You would rather remove the reason for the ticket than get faster at answering it
• You notice when the tissue is folded wrong
• You can tell a customer no and have them still like the brand afterward
• You keep your own numbers and do not wait to be asked for them

minnow is a small team in Charleston, South Carolina, selling direct to consumer, through specialty retailers around the country, and out of our King Street store. the team is deliberately lean, so this seat carries real ownership from the first week.