Customer Service and Quality Support Manager

About goodwipes:

A modern personal care brand bringing beauty to your booty with deliciously soothing, flushable butt wipes that are guaranteed to make you feel good!

We’re on a mission to revolutionize your restroom routine. No more tiptoeing around ‘taboo’ topics - taking care of and loving on our bodies should never be embarrassing! We are all human and we’re all experiencing the same sh!t, so we might as well keep it REAL and laugh about it all along the way =).

goodwipes is here to provide game-changing solutions to everyday needs - convenient products made of real, simple ingredients that do one oh so powerful thing - keep you feeling clean, comfortable, confident, and free from worries every single day!

You can find goodwipes in retailers such as Walmart, Target, Safeway, Alberstons, Kroger, H-E-B, Shoprite, Hannaford's, Market Basket and MORE!

2025 has been a BIG hit for our company...

• #1 Fastest growing flushable wipe brand in B&M Retail (IRI Syndicated Data) AND Amazon.
• Doubled Charmin wipe volume in total $ share to capture the #3 spot in the flushable wipes category.
• Most productive brand at Target L12 weeks in $/s/w & u/s/w amongst SKUs with >300 doors of distribution
• Growing all major accounts by 50%+ YoY amidst minor distribution growth with plans to continue to accelerate in 2025
• #1 and #2 selling items in multiple influential grocery chains across the USA.

Not to mention, our category is the most exciting in retail…

• Flushable wipes are growing 3x faster than toilet paper, 3x faster than non-edibles, and 2x faster that personal care aisle (IRI)!

We’ve got some serious momentum and want you to build with us!

About the role:

Position Summary

The Customer Service Manager is a critical role responsible for ensuring customer interactions and feedback drive brand growth and continuous improvement in our wipes. This position involves leading the customer service interactions with both the goodwipes team, retailer portals and directly with consumers to achieve exceptional customer satisfaction and loyalty while identifying quality trends that can have a positive or negative impact on the brand.

You will report to the Brand Activation and Experience Manager, Connor McKee.

Key Responsibilities

Customer Service and Feedback

• Manage Customer Feedback:
• Meet and EXCEED customer expectations with rapid response time and helpful service levels.
• CSAT > 4.5 or 92%
• <12 hours first response time (business day)
• CPPM measurement
• Serve as the primary liaison for all customer related inquiries, comments and complaints, ensuring prompt and effective communication and resolution
• Continuous monitoring of all platforms for consumer inquires, comments and requests with a maximum response time of < 12 hours first response time (business day)
• All retailer customer portals including Walmart, Target, Kroger, HEB, Albertsons/Safeway, Instacart and all other B&M outlets.
• Manage Amazon positive and negative consumer input for Customer Reviews, Buyer Messages, Feedback Manager and Product Q&A Management

• Build and maintain a database / dashboard to comprehensively track and analyze all consumer requests / reviews and summarize both positive and negative trends. You will track the following KPI’s:

1. CSAT

2. First Response time

3. Time to Resolution

4. Contact Rate per 1,000 Orders

5. Top Inquiry Drivers

6. Defect Rate (Customer-Reported) - CPPM

7. Amazon Rating Trend (rolling 30/90 days)

8.% Negative Reviews Responded To

• Maintain proper tracking and hygiene of our main CX portal system and improve macro’s and SOP’s for smooth operations.

• MOCRA Compliance and Voice of Customer Program
• Partner with Product, Ops, and Supply Chain to:
  • Escalate defect trends
• Support root cause analysis
• Validate post-fix improvements via customer feedback

• Manage DTC Order Inquiries
  • Respond within <12 hours (same business day) to all DTC order issues (delays, missing items, incorrect shipments…) and coordinate with our warehouse and logistic partners to resolve the issue
• Manage tickets end-to-end by quickly identifying the issue, resolving it with empathy and positive energy, and ensuring each customer feels heard and supported.
• Identifying patterns or recurring issues, helping surface opportunities to improve the customer experience and reduce future inquiries.
• This work involves investigating orders in Shopify and coordinating with our warehouse and logistics partners to reach timely and accurate resolutions.

• Soft Skills:
• Exceptional leadership, communication, and interpersonal skills to collaborate with diverse teams and external stakeholders.
• Strong problem-solving and analytical abilities with keen attention to detail.
• Ability to manage multiple priorities and projects in a fast-paced environment.

Required Qualifications and Skills

• Education: Bachelor's degree in a relevant STEM field, Business Administration or Quality Management
• Experience:
• Minimum of 4-7 years of experience in a customer service role, preferably in consumer packaged goods – personal care products
• Proven experience in managing customer service issues.
• Technical Skills:
• Microsoft Office, experience with on-line customer service platforms
• Strong data analysis skills.
• Gorgias (or CX platform) experience
• Experience with data dashboards
• Quality ownership
• Retailer portals
• Amazon Seller Central and Shopify portals and dashboards
• Manage KPI’s and comprehensive dashboard in google drive

IF YOU'VE READ THIS FAR AND ARE READY TO APPLY

*This is a part-time position. You will be working approximately 20 hours per week. In person in Atlanta is welcome, and we are open to hybrid or remote applicants as well in the continental US.

**a cover letter is required to apply for this position... please don't miss this. Your cover letter/note doesn't need to be over formalized, BUT we want to know that you know what you are applying for and why you are interested in building with us! Can't wait to hear from you!

***please include portfolio or links to your previous social media content