Who We Are

The Good Crisp Company is a rapidly growing snack brand, offering great-tasting, guilt-free snacks designed for healthier lifestyles. Our products are Certified Gluten-Free, NON-GMO Project Verified, and free from artificial ingredients and top allergens. Based in Boulder, Colorado, we are in our seventh year of North American market development, with products available in over 20,000 grocery stores across the U.S. and a robust e-commerce presence.

Our values as a company are our north star. It is important every employee contributes to them as we strive to create a successful business that contributes to a more joyful life. 

1. We make work a place we all want to be. 
2. We’re entrusted to deliver quality work. How we get there is up to us. 
3. We choose thoughtful solutions even when it’s not easy. 

What You’ll Do
We’re excited to bring a Customer Service Manager to our team! In this role, you’ll lead the consumer experience at The Good Crisp Company, making sure every interaction with our brand feels thoughtful, responsive, and true to who we are.

You’ll serve as the voice of the organization across all customer touchpoints, from everyday questions to more complex or escalated concerns. When something goes wrong, you’ll step in with empathy, clarity, and solutions that protect both the consumer relationship and our brand reputation.

Beyond responding, you’ll look for patterns. You’ll turn feedback into insight, identifying trends, surfacing risks, and partnering with Marketing, Operations, and Sales to improve products, communication, and the overall experience.

As a growing brand, you’ll help shape how we show up to consumers by building response guidelines, tracking key satisfaction metrics, and ensuring we’re prepared during launches, changes, or recalls. From resolving quality concerns to sending a thoughtful coupon or product surprise, you’ll help create the kind of brand experience that builds real loyalty.

Key Responsibilities

• Serve as the primary owner of the consumer experience across all communication channels such as email, phone calls, and other digital platforms  
• Manage and resolve escalated consumer complaints with timely and brand-aligned solutions 
• Monitor incoming consumer feedback and identify trends, risks, and improvement opportunities 
• Translate consumer insights into actionable recommendations for Marketing, Operations, and Sales teams 
• Lead investigation and documentation of product quality concerns and coordinate internal follow-up 
• Develop response guidelines and communication standards that maintain a consistent brand voice 
• Track and report customer satisfaction metrics and key performance indicators 
• Build and maintain internal knowledge resources for accurate consumer communication 
• Partner with cross-functional teams during product launches, changes, or recalls supporting clear consumer communication 
• Coordinate consumer appreciation initiatives, including sending product and routine coupon mailings.

Who You Are

• You lead with empathy and genuinely care about people
• Even in tense or frustrating situations, you stay calm, thoughtful, and solutions-focused.
• You’re naturally curious. 
• You’re energized by growth. 
• Building structure, refining processes, and strengthening systems in a scaling company excites you.
• You communicate with care and consistency. 
• You enjoy partnering across teams and turning feedback into shared improvements.
• You’re proud to represent a brand you believe in and motivated to help create an experience people want to come back to.

Qualifications

• 3–6+ years of customer service or consumer experience management, preferably in CPG, food & beverage 
• Strong written communication skills with the ability to adapt tone to brand voice 
• Experience handling escalations and sensitive consumer situations 
• Ability to analyze feedback trends and translate data into actionable insights 
• Experience working cross-functionally with operations, quality, and marketing teams 
• Proficiency in customer support platforms (CRM/ticketing systems) and reporting tools 
• Highly organized with strong prioritization and decision-making skills

Bonus if you have…

• Experience in a fast-growing startup or challenger brand 
• Familiarity with food safety or quality complaint processes 
• Familiarity with Shopify and Gorgias 

Position Details

While we’re ideally looking for candidates in the greater Boulder area, we’re also open to remote candidates for this role. For local candidates, we expect a hybrid work schedule, coming into the office on Tuesdays and Wednesdays to work together in person. For remote candidates, occasional travel is required for team meetings or company events.

This role reports into the SVP of Marketing.

The compensation for this position is $80,000-$90,000 plus equity. In addition to the annual salary, we’ll also offer:

• Technology Stipend
• Equity
• Full-time employees and dependents are eligible for medical, dental and vision insurance
• 4 weeks paid time off + paid holidays
• 401(k) program with employer contribution