Customer Service Lead

ONYX Coffee Lab is a specialty coffee roaster known for excellence in sourcing, roasting, and customer experience. We serve a growing base of retail, wholesale, and direct-to-consumer customers with a strong focus on quality, transparency, and brand integrity. At Onyx, we pursue the relentless refinement of coffee quality, service, and innovation. Our uncompromising standards drive us to educate partners, develop groundbreaking flavor profiles, and set new benchmarks in specialty coffee.

We believe great coffee is a journey — one best shared with others.

• Lead, coach, and support a high-performing customer service team
• Conduct regular 1:1s, team reviews, and performance evaluations
• Manage team scheduling to ensure coverage during peak hours and periods
• Foster a culture of accountability, empathy, and continuous improvement

• Oversee customer communications across all channels (D2C, B2B, cafes)
• Ensure timely, thoughtful responses to inquiries, complaints, and issues
• Personally handle complex or high-stakes escalations when needed
• Champion a customer-first mindset in every interaction

• Act as a liaison between Customer Service, Production, and Marketing
• Create feedback loops to share customer insights that inform product and messaging decisions
• Align on proactive communication strategies for new launches or service disruptions

• Fully implement and manage the Gorgias customer service platform, ensuring all team members are trained and workflows are optimized.
• Build and track key performance indicators (KPIs) for both team and individual performance (e.g., response time, resolution rate, CSAT, ticket volume).
• Develop and enforce service level agreements (SLAs) to define and uphold clear standards for response and resolution times across all channels.
• Use data and trend analysis to identify inefficiencies and improve operating systems
• Create, maintain, and refine SOPs to ensure scalable, consistent service delivery

• Lead initiatives to improve loyalty, reduce churn, and enhance brand affinity
• Develop and manage a loyalty program that rewards repeat and cross-channel (online + cafe) customers
• Collaborate with Marketing to ensure consistent brand voice across touchpoints

• 4+ years of customer service experience, including 2+ years in a leadership role
• Strong leadership and team development skills
• Proven problem-solving and conflict resolution abilities
• Highly organized with strong time-management skills
• Proficiency in platforms such as Zendesk, Gorgias, or similar
• Comfort working cross-functionally with production and marketing teams

• Experience in a manufacturing, production, or CPG environment
• An affinity or personal interest in specialty coffee
• Familiarity with customer journey mapping and CX optimization
• Strong data analysis skills to inform strategy and training

• Mid-Senior level

• Full-time

• Restaurants