Customer Success Manager for Healthy Cookie Company

Are you obsessed with cookies as much as we are?! Do you want to help people eat healthier? Are you looking to join a fun startup? We are looking for a smart, driven, and fun Customer Success Manager at Upgrade to see actual info to be the voice that helps people feed their greatness!

ABOUT NUI FOODS

Nui Foods is a low carb snack company that helps people enjoy sweets without the Upgrade to see actual info 2016 two friends, Kristoffer and Victor, felt the amazing benefits of cutting out sugar and carbs. But they still craved sweets. So they asked Kristoffer’s mom to borrow her oven and aprons to create the world’s first low carb keto friendly cookie.

Since then, in the last 36 months, Nui has helped over 40,000 customers cut out over 20,000 pounds of sugar! Nui also appeared on Season 10 Episode 6 of Shark Tank. Scientists have used our cookies in NASA and athletic performance experiments. Diabetics eat our cookies to manage their blood sugars. And low carb dieters eat our cookies to stick to their goals. To further our impact on health, we need help!

That’s why we’re looking for a customer success manager to join our team.

As a customer success manager, you will not only be focused on providing our customers with an amazing experience, you’ll also help build a customer success team around you as we grow.

As the customer service manager, your job is to make every customer feel understood, appreciated, and loved. You are their guide and the voice of our company.

More specifically, here are some (but not all) the responsibilities.

WHAT YOU’LL DO

Customer Service
You will get your hands dirty in the inbox!
You’ll solve all issues that arise for customers.
You’ll ensure every customer feels heard by getting them a quick response to any questions they have.
You’ll be a resource for customer questions about ingredients and nutrition.
You’ll respond to customers who comment about us on social media.
You’ll keep the rest of the team informed about the general mood and feedback from customers.

Customer Experience
You’ll constantly be asking yourself, “how can this be better for our customers?” and “what does it feel like to belong to the Nui tribe?” and “how can we marry our customer?”
You’ll make recommendations for ways to improve the member experience, and you’ll implement many of them.

Customer Retention
You must have experience with retention strategies.
You will analyze our retention data, implement tests for improving our retention, and report to the team on how successful they are. This will be an ongoing iterative Upgrade to see actual infofluencer Service
You’ll assist in keeping influencers happy and responding to their questions.

Administrative Assistance and Project Management
You’ll assist the team in various administrative tasks, including data tracking, influencer onboarding, and project management


Attributes of the ideal candidate
When we think about the ideal person for this role, a few attributes come to mind.

Here are the main ones:

You’re passionate
You love chatting with people
You care about health and wellness
You’re a good writer
You’re very positive
You don’t shy away from data and metrics
You’re empathetic
You’re a problem solver
You’re a rockstar communicator
You’re resourceful
You’re organized
You’re calm under pressure




Nui Culture Requirements
We care deeply about our culture and building an amazing team that shares the same values. Finding someone who is a great cultural fit is just as important as the skills they have.
Here is what we believe in:


Grow and be a Forever Student
We believe in constant improvement. We are constantly meditating, reading books, listening to podcasts, and seeking workshops and mentors to improve ourselves and our craft.

Think Big and Do Big.
We regularly take on projects that make us uncomfortable with the expectation that we can achieve something bigger than our comfort zone. We believe in deep focus and meaningful work. We are persistent and tenacious. We find a way or make a Upgrade to see actual infomunicate Effectively with Radical Honesty
We are authentic and believe in candid feedback good or bad. We are open-minded and believe that getting to the truth is better than being right.

Provide maximum value
We believe in giving maximum value to our customers, our team members, and everyone we partner with. We win when our tribe wins.

Move fast and experiment relentlessly.
We are relentlessly experimenting to achieve better results. We embrace failure and its learning nuggets.

Extreme Ownership
We believe in freedom and the ability to self-direct. We value committing to goals and owning our results. We do what we say.

Hustle and Flow
We believe in hustle and NOT in the grind. We value working smarter over harder. We value sprints, but also value recovery to keep sprinting. We prioritize and understand that saying No to some things allow us to say YES to the important ones. We optimize our workdays for effectiveness.

Have Fun
If we’re not enjoying the journey, what’s the point?

Benefits of working with Nui

Unlimited Cookies!
Opportunities to work remotely.
The ability to work your own hours that are in the best interest of yourself, your family, and your team.
A paid vacation policy that asks to act in the best interest of yourself, your family, and your team.
For full-time paid team members in California, health insurance.
A ton of personal and professional learning opportunities.
The opportunity to work with rockstars at what they do.


Questionnaire
To help us both determine if we’re the right fit for each other, we created this list of questions.

Please send your answers (and your resume) to us in an email to Upgrade to see actual info answer should only be a few sentences at Upgrade to see actual info essays needed. Just short and concise.

If you have any questions about this questionnaire or the ongoing interview process, please don’t hesitate to reach out.
Here are the questions:
Rank each statement (1 to 4 with 1 being the most important and 4 being the least important) in order of importance:
It is important for me to answer each customer inquiry as quickly as possible and receive positive customer Upgrade to see actual info is important for me to understand the customer and help them feel Upgrade to see actual info is important for me to have processes in place on the proper way to solve customer Upgrade to see actual info is important for me to create new ways to improve the customer experience.


Respond to the following customer email…
“I just received my cookies. And OMG these cookies are amazing! I can’t believe they have no sugar! HUGS!”


Respond to the following customer email…
“Hi. I didn’t like the cookies at all. I tried both the chocolate chip and snickerdoodle and they are too sweet for me. What can we do?”


A customer reaches out that she hasn’t received their order even if UPS has confirmed it’s been delivered. What do you do?

Your inbox is overwhelming and you are not sure on how to resolve all the tickets in a timely manner. What do you do?

What apps, technologies, and systems are you comfortable using daily to get stuff done and in the world of customer service? (Examples: Google Docs, Excel, Asana, etc.)

What’s your relationship to health & wellness?

What books have you read in the past year? How did you choose them?

What is one professional and one personal goal you hold for the next 1 to 3 years?

Describe a change you’ve seen in yourself over the last 5 years that you love.

What makes you unique or weird?

What’s your personal hobby that you cherish?

Attach a short 2-minute max video sharing how you found out about us and why you want to join the Nui team. A simple video from your phone or computer is perfect.

Anything else you’d like us to know about you?

After completing the questionnaire, please go to: Upgrade to see actual info and forward your emailed results to Upgrade to see actual info Steps
Now that you’ve submitted the questionnaire, resume, and management style test here’s what to expect:
We’ll follow up with you within a week.
The next step is to schedule a 30 minute video interview for an introduction and to get to know a little about you.
If it’s still a good fit for you and us, we’ll schedule an interview to go more in-depth of your experiences. That interview may last up to 6 hours. If you are in the Orange County/ Los Angeles area, that interview will take place in person. If you are outside our area, that interview will be over video. We’ll spend the first few hours to get to know you better and at the end, you’ll get an opportunity to learn more about our team.
Lastly, we’ll figure out the next steps together.

We really appreciate you investing the time to learn about us and share who you are with us.

Warm and Buttery,

Kristoffer, Victor, Val, Jez, Clurra