Customer Experience Manager
Share
Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
31-10-2025
Vacancies:
1 Vacancy
Job Summary
About Us
Snif is setting the new standard in fine fragrance. The search for high-quality scented products should be simple accessible and fun. We bring our customers what they want to smell and develop new unexpected ways for them to incorporate fine fragrance into their daily routines.
Every scent we develop is designed to be an immersive experience. From the name packaging design and creative campaigns to someones first spray we want them to see and smell the quality behind every release. Our formulas are always made with top-shelf ingredients and are genderless non-toxic vegan and cruelty-free.
Snif products are sold on our DTC site and can also be found at all Ulta Beauty locations. Weve been featured across notable press outlets including Forbes Fast Co. WWD Vogue Allure Cosmopolitan NY Mag Harpers Bazaar and more. Additionally were backed by some of the most revered investors in the consumer goods space.
Were a lean team thats expanding quickly and were looking for someone who believes in our vision to shift the way people experience scents.
The Role:
Brand integrity community and service are at the heart of Snif. As the Customer Experience Manager you will serve as a key voice of the brand playing a critical role in fostering customer loyalty and trusted retail relationships. Leading our customer experience efforts you will help manage inbound CX inquiries across engagement platforms. In addition you will help manage our returns platformandensure that all customer orders are processed seamlessly. You will also manage our customer reviews platform.
This role requires an individual who is motivated to problem-solve build relationships and think strategically. We are looking for someone who identifies as a positive enthusiastic and responsive communicator. This person has the unique ability to uphold brand values processes and goals with extreme attention to detail. As a representative of the brand this individual is integral in maintaining the satisfaction of our Snif community.
The Customer Experience Manager will report directly to our Director of Customer Experience and will work closely with our teams across retention operations marketing creative and brand retail and product development.
While we are based in New York City were operating as a remote team. The ideal candidate will be located in the East Coast or Central timezones.
What Youll Do:
- Manage our customer support inbox and respond to all inbound emails concerning order status returns product questions and general customer support in a timely and friendly manner
- Manage one-on-one customer outreach and follow up as needed
- Assist in compiling monthly metrics reports
- Manage and engage with customer feedback on our website by reviewing publishing and responding to reviews and sharing key insights or concerns with the team
- Manage customer experience on our Amazon storefront by monitoring and responding to inquiries and reviews in a timely manner
- Manage review syndications with our retail partners
- Manage customer orders by tracking and adjusting through our fulfillment platform handling special cases and coordinating with Operations to keep customers informed
- Manage returns by tracking and adjusting refunds through our automated platform and sharing customer feedback and insights to improve order flow and product development
- Track and report order issues and product insights maintain logs of damages or missing orders and share recommendations to enhance the customer experience
- Maintain and update the FAQ database by reviewing on-site content adding new information for product launches and site updates and coordinating with our fragrance partners to address formula-related questions as they arise
What Youll Bring:
- At least 4 years of work experience working in the customer experience space for a DTC brand start-up environment is a plus
- Excellent written verbal and communication skills
- A friendly positive attitude that leads with kindness
- Next-level time management and organization skills along with a great attention to detail
- Genuine excitement to build and foster customer and vendor relationships
- Ability to quickly understand Snifs brand and voice and translate this to our existing and prospective customers across engagement platforms
- Ability to quickly problem-solve and troubleshoot collaboratively
- Previous experience with Shopify Gorgias Loop Returns Junip and other retail review and order management platforms
- You are curious and innovative; Youre constantly seeking ways to make a product or process the best it can be
- You want (perhaps even need) the excitement grind and freedom that comes with an early-stage and fast-growing startup
Bonus Points:
- Proven success at a fast-paced startup extra bonus points if in the beauty industry
- Knowledge/passion for scented products including (but not limited to) fragrance body care candles and laundry categories
What Youll Get
- Be part of a fast-growing company with an awesome mission
- Highly competitive salary and equity so youre a part of the Snif family
- An opportunity for growth and ability to widen your role and responsibilities
- Medical Dental and Vision healthcare insurance
- 401K Retirement Plan with company matching
- Paid Parental Leave
- Flexible vacation and PTO policy
- Industry-leading well-being and mental health benefits
- Virtual and remote work as well as work-from-home setup
- Snif product on us!
Snif is an equal employment opportunity employer to all employees and applicants for employment. We celebrate people from all backgrounds. If youre driven by our mission wed love to hear from you! Email us at emailprotected
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
About Company
We make it easy to find fragrances and scented candles you love. Experience scents at home with our try-before-you-buy model before you commit.
