Customer Experience & Marketing Performance Specialist

Scope of Work:

Joseph's is seeking a Customer Experience & Marketing Performance Specialist to support and strengthen key operational functions across Customer Service and the Marketing department. This role will focus on ZenDesk oversight and reporting, process creation, and cross-functional coordination to improve efficiency, consistency, and visibility across customer feedback trends and internal workflows.

The ideal candidate brings a strong ability to analyze data, identify opportunities for improvement, and implement clear systems that help teams stay aligned and execute on priorities. If you enjoy the pace of a growing company and are excited by the prospect of acting as an internal resource and collaborator with Sales, Marketing, Quality Assurance, and Operations, please apply.

Job Description & Responsibilities:

Customer Experience Oversight & Reporting

• Serve as the primary owner of ZenDesk oversight, including intake monitoring, workflow and escalation framework, and ensuring inquiries are routed and handled appropriately.

• Provide direction and support to team members handling day-to-day consumer responses to ensure accuracy, tone consistency, and alignment with company policies.

• Lead the oversight and creation/maintenance of Customer Service macros, templates, and knowledge base resources to improve speed and response consistency.

• Own monthly customer service reporting, including trend analysis, recurring issue identification, and summary insights for leadership and cross-functional stakeholders.

• Lead monthly team meetings to share performance highlights, emerging concerns, and recommendations to reduce repeat issues through process improvements.

Process Creation & Continuous Improvement

• Identify operational gaps, inefficiencies, or recurring breakdowns (internally or externally) and develop solutions through SOPs, workflows, and clearer ownership paths.

• Create and refine cross-functional documentation and procedures for escalation pathways (Quality Assurance, Operations, Sales, Marketing) tied to consumer feedback and product issues.

• Support the development and upkeep of internal FAQ resources and process tools to reduce repeat questions and improve team execution.

Marketing Team Coordination & Project Management

• Act as an operational partner to the Marketing team by organizing, assigning, and tracking tasks, ensuring priorities remain visible and progress stays on schedule.

• Manage and maintain a centralized task/project workflow platform (e.g., Airtable or related tools) to support planning, accountability, and cross-functional execution.

• Provide structured follow-up and status updates across marketing priorities to ensure deliverables are completed on time and communicated clearly to stakeholders.

• Identify recurring workflow bottlenecks and propose improvements to reduce delays, rework, and miscommunication across marketing initiatives.

• Oversee inbound Sales requests for presentations, collateral, and point-of-sale (POS) materials, ensuring timelines are clearly defined, priorities are aligned, and expectations are managed across Sales and Marketing team members.

Cross-Functional Support

• Collaborate with Sales, QA, Operations, and Marketing to connect consumer insights and operational observations to corrective actions and continuous improvement.

• Serve as a proactive resource to support business needs, including special projects aligned with customer insights, ecommerce operations, and marketing efficiency.

• Maintain oversight of Sales and Marketing platform contracts and renewals, including tracking renewal timelines, coordinating with internal stakeholders, and supporting continuity across tools and vendor relationships.

Qualifications:

• At least 2 years experience in a customer service role preferably working with consumers (B2C).

• Prior experience with Zendesk and e-commerce and/or customer support platforms strongly preferred.

• Strong customer service mindset with a demonstrated commitment to customer satisfaction.

• Proficiency with Microsoft Office including Outlook, Word, and Excel.

• Strong reporting & analysis skills with the ability to interpret trends, identify recurring issues, and recommend improvements.

• Strong communication and interpersonal skills, both oral and written, with the ability to tailor messaging appropriately to the audience.

• Excellent organization skills with strong attention to detail and data entry accuracy.

• Skilled multi-tasker with the ability to prioritize competing needs and manage multiple projects under tight deadlines.

• Demonstrated ability to work collaboratively and independently in a team environment.

• Acts with integrity in processes, relationships, and communications.

• Interest in and working knowledge of the food industry.

Job Location: Lawrence, MA

Position type: Full time

Relocation: Local candidates only (no relocation)

About Joseph's

Founded by Joseph Boghos, Joseph's Bakery started manufacturing Pita bread in a small local bakery in Lowell, Massachusetts in 1972. Driven by the growing demand for our fresh, delicious Pita, and by a dedication to quality and service, Joseph's built a foundation for continuing growth throughout New England and beyond.

Today, Joseph's is still a family-run company, now led by the third generation of the Boghos family. We are nationally known for our delicious baked goods including: Pita Bread, Lavash, and Wraps.