POSITION SUMMARY

The Customer Success Coordinator will ensure a remarkable customer experience for all Gains In Bulk customers. You will lead, manage, and develop a small team of Customer Success Representatives to increase customer satisfaction, and retention, and proactively seek ways to reduce monthly subscriber churn. The ideal candidate will have demonstrated experience leading teams, excellent communication and organizational skills, and a proven ability to analyze problems and develop creative solutions.

LOCATION

This position will be on-site at our headquarters in Mesa, Arizona.

COMPENSATION

$45,000 - $55,000 Annually

EMPLOYMENT TYPE

This full-time position is 8:00 AM to 5:00 PM Monday through Friday.

ABOUT GAINS IN BULK

Gains In Bulk helps individuals WIN in the gym so they can WIN more in life!

Gains In Bulk is home to the first Instantized Creatine and our entire lineup of premium, third-party-tested, whole-food supplements. We are a fully direct-to-consumer brand bringing premium products directly from our manufacturing facilities to our customers.

Gains In Bulk was a 2023 Inc 5000 honoree and is among the fastest-growing consumer brands in the United States. The company was co-founded in 2016 by Braven Grant and is headquartered in Mesa, Arizona.

OBJECTIVES

• Lead, manage, and develop our Customer Success team to achieve our goals and accomplish strategic initiatives around customer satisfaction, retention, and subscriber growth
• Supporting customer inquiries promptly to increase customer satisfaction, and retention, and help our customers achieve their goals through the use of our products
• Gather customer feedback regarding their experiences, preferences, and pain points, and communicate feedback to relevant departments to continually make improvements to our product and processes
• Regularly develop, communicate, and implement Standard Operating Procedures (SOPs) for the department to systematize our processes
• Track and monitor key performance indicators (KPIs) related to customer satisfaction, and retention, and develop action plans to improve performance continuously
• Support our monthly subscribers by helping manage their subscription preferences to achieve their goals while reducing our monthly subscription churn rate
• Address and alleviate customer concerns related to shipping, subscriptions, and damaged or lost product
• Collaborate regularly with our Fulfillment and Marketing teams to support customers and escalate issues and feedback as needed
• Proactively seek ways to improve our customer experience, developing creative solutions in a fast-paced environment
• Advocate for customer needs and communicate customer feedback to internal teams for product or process improvement
• Gain a deep understanding of our products and how they benefit our customers, and gain the proficiency and confidence to provide recommendations based on customer preferences and goals

COMPETENCIES

• Demonstrated leadership skills and the ability to manage teams and collaborate cross-functionally within an organization
• Excellent communication skills (written and verbal) to effectively communicate with customers via phone, email, messaging, or virtual meetings
• General computer skills and the ability to learn new software programs quickly (Google Workspace, Shopify, Gorgias, Shipstation, etc)
• Strong customer orientation, with a deep understanding of customer needs and a commitment to delivering exceptional customer service
• A positive attitude, high emotional intelligence, and empathy skills
• Ability to maintain conversations with customers in a diplomatic and goal-focused manner
• Deep commitment to understanding and meeting the needs of customers
• Detail-oriented, maintaining high levels of organization
• Problem-solving skills and the ability to quickly identify and address problems with creative and effective solutions
• Ability to interpret data and metrics to track customer retention and identify trends or areas for improvement

EDUCATION AND EXPERIENCE

• Bachelor’s degree, High school diploma, GED Certificate, or prior experience working in customer service, sales, or communications-related fields
• Preferred candidates will have at least 3 years of experience in customer service, account management, or sales development
• Proficiency in customer relationship management (CRM) software is a plus

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on the computer

CAUGHT YOUR ATTENTION?

Thank you for your interest in joining our growing brand! If this position caught your interest, for best consideration, please send us your resume! Please email fallon@gainsinbulk.com with Customer Success Manager Position - [YOUR NAME] in the subject line.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Mesa, AZ 85212: Relocate before starting work (Required)

Work Location: In person