Customer Support Manager (Alani)

If youre reading this on your way from 5am spin class to festival fast-pass youreCELSIUSan everyday hustler with the essential energy toaim high live fit and go the extra mile wherever your goals take you.

Joyful by design sunny by nature and unapologetically bold. If your bestie has you saved in their phone as Icon youreAlani Nuconfident colorful and bringing main-character energy to every moment.

SoCal in your soul attitude in your stride. If gravity doesnt stop you and impossible sounds more like dare you youreRockstara bornrebel raising the bar with mind-body energy andzero compromise.

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Together wereCelsius Holdings Inc.a global CPG company united by three powerhouse brands and one incredibly talented team.

At Celsius we pride ourselves on empowering our people. Every employee has a stake in our success. We create a collaborative culture built on inclusivity innovation and a belief that great ideas can come from anywhere.

And were on our way to building something bigger: a category where energy isnt just consumedits livedwhere performance meets personality brand becomes community and every can crack sparks a statement.

This is the future of modern energy.This is Celsius.

Ready to take your career to the next level Join ourteam and redefine what it means to be energized.

CUSTOMER SUPPORT MANAGER (Alani)

The Manager Customer Support oversees and scales day-to-day customer support operations for Alani Nus direct-to-consumer business. This role ensures customer inquiries are handled efficiently service-level standards are consistently met and the team is prepared to support high-volume periods such as launches and promotions.

The Manager owns support workflows training documentation and performance reporting and works cross-functionally to resolve customer-impacting issues and improve operational efficiency. This role is critical to reducing customer churn managing support-related costs and delivering a consistent high-quality customer experience as the business scales.

In-Office: Based full-time at CELSIUS Headquarters in Boca Raton FL

Travel Requirements: Up to 10% domestic travel. This is not a driving position.

People Management Responsibilities: No

Role Type: Full-Time

• 2 years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment.
• Hands-on experience with ticketing systems and e-commerce platforms (Shopify).
• Strong operational and project management skills with cross-functional collaboration experience.
• Ability to track support KPIs analyze trends and drive improvements in efficiency and customer experience.
• Experience creating SOPs training and onboarding documentation.
• High attention to detail with strong QA instincts across customer communications and workflows.
• Proficient in Microsoft Office (Excel PowerPoint Word); reporting experience a plus.
• Strong written and verbal communication skills including escalation management.
• Process-driven proactive and comfortable in a fast-paced environment.

Responsibilities

• Own the day-to-day DTC Consumer Support function including operating model ticket flow escalations and overall performance.
• Lead and optimize the ticket management system including workflows automations macros AI capabilities and routing logic to improve efficiency and reduce manual work.
• Define monitor and report on key Customer Support KPIs including ticket volume response time resolution time backlog and customer satisfaction.
• Develop and maintain SOPs training materials onboarding documentation and operational guidelines to ensure consistent execution at scale.
• Lead launch and promotional readiness by preparing FAQs workflows and escalation plans to support high-volume periods.
• Partner cross-functionally with DTC E-Commerce Operations Fulfillment Regulatory and Social teams to identify escalate and resolve customer-impacting issues.
• Collaborate with Legal and Compliance teams to support data privacy and regulatory requirements including DSAR intake and tracking cookie consent workflows and customer-facing privacy policies.
• Analyze support trends and performance data to reduce repeat issues improve operational efficiency and lower ticket volume over time.
• Ensure response-time standards and service-level expectations are consistently met during both steady-state operations and peak demand periods.

• Comprehensive Medical Dental & Vision benefits
• Long- and short-term disability
• Life insurance
• 10 Vacation days per year subject to accrual policy
• 11 Company paid holidays
• 401(k) with Company match
• Identity theft and legal services

The base salary range for this position is dependent on experience and location. The final offer will be determined based on job-related knowledge skills and qualifications. This position may be eligible for other compensation including bonuses and Restricted Stock Units (subject to company plans).

We promptly review all applications. Highly qualified candidates will be contacted for interviews.

Colorado Applicants: Applications are accepted on an ongoing basis until the position is filled.

CELSIUS Holdings Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We provide equal employment opportunities (EEO) to all applicants without regard to race ethnicity religion gender identity sexual orientation disability status or any other characteristic protected by applicable laws. If you require accommodations during the application process please reach out to

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

Required Experience:

Manager