Job Description

EllaOla is a premium family wellness brand based in New York City. We developed our products with a team of Harvard dermatologists and pediatricians to create a luxurious science-first, plant-based wellness collection offering the safest and most effective for the whole family. Featured in Harper Bazaar, Glamour, Forbes, Town & Country and Marie Claire and sold in Nordstrom, Macy's, Bloomingdales and Babylist.

Role Description

We are seeking a Customer Success Manager to lead our customer service team and ensure outstanding support at every step of the customer journey. In this role, you’ll manage a team of customer care agents, streamline processes, handle inquiries, and collaborate with other teams to enhance the quality and efficiency of our service.

Onsite position based in New York City.

Key Responsibilities:

• Create and implement a robust customer experience strategy aligned with the company’s mission, brand values, and business goals, ensuring a customer-first culture throughout the organization.
• Lead initiatives to enhance customer satisfaction, retention rates, and lifetime value across all channels.
• Map and analyze the entire customer journey to identify critical touchpoints, pain points, and opportunities for improvement.
• Build, mentor, and lead a high-performing customer experience team of Customer Care Agents
• Use customer feedback, analytics, and market research to identify trends and address pain points, delivering actionable insights that improve the customer experience.
• Establish metrics and KPIs to measure customer experience initiatives' effectiveness.
• Oversee the customer support function, ensuring timely and effective resolution of customer inquiries and issues
• Serve as the voice of the customer within the organization, ensuring that customer insights are integrated into product development, marketing campaigns, and operational strategies.
• Design and execute initiatives to gather customer feedback through surveys, reviews, and social media monitoring.
• Identify and implement creative solutions and technologies to elevate the customer experience.

Qualifications

• 5+ years in customer experience, customer success, or related roles, ideally within the CPG or wellness industry.
• Proven track record of developing and executing customer experience strategies
• Deep commitment to health, wellness, and continuous learning, with a customer-first mindset.
• Strong leadership skills with experience managing and developing teams
• Exceptional interpersonal and communication skills
• In-depth understanding of customer journey mapping, customer satisfaction metrics, and customer support.
• Data-driven mindset with the ability to translate insights into actionable strategies

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