Customer Support

• Lead Primal Harvest’s day-to-day customer experience operations across the U.S. and EU
• Oversee customer support operations, escalations, BPO/vendor performance, QA, workflows, AI-enabled tools, and customer feedback loops
• Manage customer experience across email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels
• Lead internal support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager
• Oversee BPO performance, vendor check-ins, contracts, pricing, renewals, and service levels
• Train and onboard agents and team leads across internal, U.S., and EU teams
• Establish and improve processes, macros, tags, rules, automations, SOPs, and help center content
• Handle escalated customer cases and identify broader operational gaps
• Monitor AI chatbot and email automation accuracy, compliance, containment, and quality
• Build QA standards, spot-check interactions, and drive corrective actions
• Partner on subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA
• Own Reviews.io workflows and Voice of Customer reporting
• Track CX KPIs and connect performance to retention, churn, and cost
• Own workforce planning, staffing recommendations, and annual CX/CS budget
• Support product launches and campaigns
• Ensure customer communications comply with supplement and wellness product-claim guidelines
• Report to the Retention & Lifecycle Manager

Explore Customer Experience Manager at TalentPop. Review requirements and application details.