Customer Experience Manager

Klatch's mission is to add enjoyment to people's day — and the Customer Service Manager owns that mission wherever a customer touches the brand. This role owns the end-to-end customer experience for Klatch Coffee's wholesale, ecommerce, and retail café channels. This role is responsible for building and enforcing the processes that ensure wholesale accounts and online customers receive accurate, on-time orders — and for resolving issues when things go wrong, whether that's a damaged shipment, a confused first-time buyer, a frustrated wholesale partner, a gift card that won't redeem, or a customer who had a disappointing visit at one of the cafés. This is a process-and-people role: the manager doesn't just handle tickets, they build the system that prevents the tickets in the first place — tracking performance through KPI dashboards and partnering on continuous improvement so issues get solved at the root, not just closed out one at a time.

This position works out of Klatch's corporate office and reports directly to the CEO.

Design, document, and maintain standard operating procedures for wholesale and ecommerce order intake, confirmation, fulfillment, and delivery tracking

Partner with roasting, packaging, and shipping teams to identify and close gaps that cause late or inaccurate orders

Own the escalation path when an order is delayed, short, wrong, or damaged — coordinate resolution (reship, credit, refund) and root-cause it so it doesn't recur

Track and report on fulfillment KPIs (on-time %, order accuracy %, damage/return rate) to leadership

Serve as the primary point of contact for wholesale account issues that front-line staff can't resolve (billing discrepancies, account setup, recurring order changes, credit holds)

Respond to ecommerce customer inquiries and complaints across email, phone, and/or chat — de-escalating upset customers and finding fair, brand-appropriate resolutions

Support potential customers and confused shoppers with product, subscription, and ordering questions to convert inquiries into sales and reduce cart abandonment

Build and maintain a knowledge base / FAQ resource so common issues can be resolved quickly and consistently

Serve as the corporate point of contact for customer complaints originating at retail café locations (poor service, order mistakes, product quality, cleanliness, etc.) that store staff or management can't fully resolve

Follow up directly with the customer to make it right, and loop in the store's District/Regional Manager so the underlying issue at that location gets addressed, not just the individual complaint

Track complaint themes and volume by location to flag patterns (a specific store, shift, or issue type showing up repeatedly) for operations leadership

Establish a consistent process for how retail complaints get logged, routed, and closed out — whether they come in via social media, review sites, the app, or direct contact with a café

Troubleshoot and resolve issues with the Klatch app (login, ordering, loyalty/rewards, payment) and gift cards (activation, balance, redemption failures), escalating to IT/vendor support when needed

Act as the voice-of-customer feedback loop to engineering/IT and marketing on recurring app or gift card issues, bugs, or points of confusion

Maintain a log of recurring technical issues and their resolutions to speed up future troubleshooting

Build the playbooks, templates, and response-time standards that make customer service consistent regardless of who's handling the ticket

Hire, train, and manage any customer service staff or shared front-line resources supporting this function

Report regularly to leadership on ticket volume, resolution trends, root causes, and process improvements

Build, maintain, and publish daily, weekly, and monthly customer service dashboards tracking the KPIs above

Present operational trends and continuous improvement recommendations to the Director of Operations and Executive Leadership

Standardize SOPs, eliminate administrative waste, and leverage CRM/ERP workflow automations