Frida Hiring for Customer Experience Manager at Miami, FL Full Time

Who We Are

Frida is more than a brand built to support parents. We get parents. We know all about the often unbelievable realities of parenthood, because we’ve been in the trenches. Over the last 9 years, we’ve dedicated ourselves to developing the tools (and sometimes the tips, too) that help simplify parenting – and it all started with snot. Since the launch of our cult-favorite NoseFrida, The SnotSucker, we’ve innovated and launched over 100 products that provide quick and easy solutions to age-old parenting problems. We also launched Frida Mom in 2019, with products to help women with the transition through the fourth trimester into motherhood. Today, Frida holds over a 70% share of its main category, and our products can be found in over 50+ countries and in over 40,000 stores throughout the US – in every retail channel from mass-market, grocery, chain drug, and specialty stores. For 9 years, we’ve had parents’ backs as they navigate the parts of parenthood you don’t usually see on the ’gram with honest and raw messaging to provide the answers to questions they didn’t even know they had. And, we’re just getting started.

How You Will Make An Impact

Frida is looking for a Customer Experience Manager to join our Customer Experience team and be responsible for handling questions, comments and complaints received via email, phone call and social media. The selected candidate will also respond to negative reviews, prepare professional sampling and plan for new launch reviews. The ultimate goal is to provide excellent customer service and maintain Frida’s brand reputation, so the ideal candidate must be comfortable with thinking critically to answer incoming requests. The ideal candidate is a self-starter and self-motivator with a strong, positive work ethic that contributes to the vision of the team. Responsibilities to include:

• Answer customer questions, resolve problems and maintain customer satisfaction by providing problem-solving resources
• Audit customer service procedures and trends and determines system improvements
• Monitor all inbound customer requests on all channels
• Answer customer service phone and return missed calls in a timely manner
• Communicate confidently and comfortably with customers
• Complete data entry and retrieve current documents to ensure records are up to date
• Support our Frida team by answering internal questions
• Maximize customer operational performance by providing help desk resources and technical advice
• Implement production, productivity, quality, and customer-service standards
• Contribute customer service information and recommendations to strategic plans and reviews
• Enforce company policies and procedures
• Determine customer service requirements by maintaining contact with customers and visiting operational environments
• Own, manage, and define ongoing strategy
• Perform office or non-manual work directly related to business operations or management
• Exercise independent judgment and discretion.
• Support production or work as a line employee that keeps the business running, without engaging in the production or sales of the actual product or service of the business
• Other projects as assigned

What You Will Need

• Bachelor’s Degree
• 3-5+ years of experience in customer service, preferably within the CPG industry with 1-2 years of people management experience a huge plus!
• Proficient with Excel and full suite of Microsoft products
• Strong attention to detail and extremely organized
• Ability to work well in a fast-paced, ever-changing environment
• Excellent communication and written skills
• Ability to work independently and collaboratively with different levels of employees
• Proactive and able to multitask

Who You Will Work With

Frida is an organization that values collaboration and community. As the Customer Experience Manager you will work closely with Fulfillment, Marketing, Brand Management, Product Development, and Finance teams.

Our Ways of Working

Frida HQ is located in Miami, Florida and approved roles have the flexible option to work remotely both Mondays and Fridays with the benefit of connecting in person Tuesdays – Thursdays.

Why You Will Love Working at Frida

• Robust health benefits including:
• Comprehensive medical, vision, and dental plans
• Employer paid life insurance
• Supplemental insurance options including Accident Insurance, Short-Term Disability and Long-Term Disability
• FSA & HSA
• 401k matching up to 4% with immediate vesting
• Generous paid time off program including elective PTO days, federal holidays, sick/wellness days, and a birthday floater
• Flexible paid pregnancy and parental leave
• Weekly wellness programming including manicures & pedicures, massages, and carwashes
• Dog friendly office – feel free to bring your best buddy with you to work!
• Learning & development opportunities for professional and personal growth
• Company-wide events & outings- we know how to throw a party! Team engagement is at the epicenter of our culture, whether it’s getting together for our annual Fam Jam bash or giving back to our community through a day of service
• Exclusive employee product discounts

Frida provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected Veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By applying for this position, you acknowledge and understand that your information will be used as described in Frida’s Job Applicant Privacy Policy: https://frida.com/pages/fridababy-job-applicant-privacy-policy