About Temper
Temper makes physical and digital products to improve your metabolic fitness (a market with $600B in health and wellness spending in the US). You can think of Temper as Nike for your mitochondria. Our flagship product, Citravarin, is a first of its kind cannabinoid adaptogen to help people start and stick to intermittent fasting.
About the Temper Team
Temper was founded by a team of serial entrepreneurs on a relentless mission to fix one of the world's biggest problems: metabolic dysfunction. Nearly 80% of the US population is metabolically unfit with conditions ranging from diabetes to obesity and cardiovascular disease.
For the last 15 years our team has studied at the intersection of minds and machines. From our PhDs in neuroscience, humanoid robotics and chemical engineering to our work in artificial intelligence, bio-therapeutics, and even professional sports we have always worked to improve the human condition with one goal in mind, to give humans the tools they need to be the person they have always aspired to be.
The Job
The Customer Success Manager will be a talented and dynamic customer service professional - a communicator, writer, problem-solver, strategist, and project coordinator responsible for optimizing and managing the complete Temper customer experience. This role is remote and operates across multiple digital platforms to optimize customer communication, relationship management, and order/subscription management.
Objectives of this Role
- Coordinate, log, and report Temper customer feedback, testimonials, and communications
- Manage the Temper subscription products from activation to re-activation
- Manage Temper customer communications and customer retention strategy.
- Assist in the development, implementation, and continued evolution of the company’s GTM and brand strategy based on customer success.
- Ensure all customer success efforts serve to achieve immediate and long-term business goals, identifying and executing improvements for processes, content, feedback, and public communications.
- Provide customer feedback metrics, research, forecasts, competitive analyses, survey results, and product trends for segmented customers.
Responsibilities
- Collaborate with the executive team to develop and execute on customer feedback and retention strategy: frequently asked questions, subscription churn rates, product marketing, etc.
- Collaborate with marketing team to ensure cross-campaign cohesiveness and improve customer retention.
- Provide continuous feedback, suggestions, and subscription management to current and potential Temper customers.
- Monitor customer data: churn, FAQs, and subscription growth. Report on special campaign feedback.
- Manage customer communication and feedback and advise on opportunities for improvement. Maintain a tight customer journey flow.
- Proactively identify themes in customer feedback or opportunities based on communication and customer trends.
- Understand our current and future products, value propositions, and consumer needs to promote and educate on our products effectively.
What you have
- A minimum of 2 years of experience in a customer service role.
- Excellent writing and editing skills.
- Ability to ideate compelling customer feedback content and communicate well with internal team and creative resources.
- Experience in managing and updating customer communication and reporting tools like Gorgias, Shopify, and Paywhirl (or any subscription management tool)
- Ability to build rapport and liaise with current and potential customers.
- Excellent organization skills; detail-oriented and proficient in tracking and reporting on communication progress and trends while collaborating with teams to ensure timelines and requirements are met.
- Ability to thrive in a fast-paced, growth environment.
- Digital fluency —understanding of customer relationship management systems, online survey building tools, payment gateways, referral, and social platforms.
- Proactive and responsive approach —think ahead and plan accordingly with minimal guidance
- Experience at CPG or D2C brand a plus, but not required.
- Be a self-starter who demonstrates initiative and the ability to address both business goals and consumer needs.
