Customer Experience Advocate - Europe

Feastables is on a mission to create the world's most engaging brand. As the CPG industry teeters on the edge of transformation, trust has shifted from traditional corporate giants to innovative individual creators. With the backing of MrBeast, the world's most influential creator, and our unwavering commitment to transparency and superior quality, we are strategically positioned to become the go-to snacking brand for future generations.

At the heart of our ethos is the belief that anything is possible. This belief ignites our innovation and drives us to push boundaries. It's what enables us to deliver incredible products and unique, engaging experiences that keep our fans and customers coming back for more. 

Though recognized for our chocolate bars, our vision goes beyond a single product category. We aim to offer a diverse product range, each item tailored to meet our customers' unique tastes and needs. Regardless of the variety, all of our products share a common trait - the guarantee of quality and fun that Feastables is known for. 

We're not just building a brand; we're crafting a legacy and just getting started. We are charting an unprecedented path, at an unbelievable velocity, and seeking extraordinary individuals to help us shape the next iconic global brand. Together, we will build something truly remarkable that will resonate with customers worldwide and stand the test of time.

About The Role:

As an international Customer Experience Advocate (Europe), you will become the champion of our customer-centric approach, ensuring that every interaction with our brand is delightful, seamless, and impactful.

Acting as the primary point of contact for all customer inquiries, concerns, and feedback, you will work closely with our Operations and Marketing teams to ensure that our customers receive the highest level of service possible. Your mission will elevate the customer experience to new heights, directly contributing to building lasting relationships and enhancing our overall brand loyalty.

What You'll Be Doing:

• Assist in the development of FAQs, SOPs and onboarding materials for future customer experience associates

• Understand all business systems, processes, and technology used in order to effectively communicate with the customer and various teams within the organization

• Monitor and analyze customer interactions across various platforms to identify trends, pain points, and opportunities for enhancing the customer experience

• Provide an outstanding customer experience via multiple service channels (email, chat, social channels, Discord, etc)

• Develop and execute initiatives to increase customer satisfaction, loyalty, and retention, measuring the impact of these efforts through key metrics and feedback

• Lead the response to customer feedback, coordinating with relevant departments to address concerns and implement solutions that improve the customer experience

• Convey energy, excitement, authenticity, and a deep appreciation for Feastables’ mission and values

Recipe For Success:

• Proven experience in a CX role, with a track record of enhancing customer satisfaction and loyalty, preferably within the CPG or retail sectors

• Strong analytical skills, with the ability to translate customer feedback and behavior into actionable insights and strategies

• Exceptional communication and interpersonal skills, capable of effectively advocating for customers and collaborating with various teams

• A passion for creating positive customer experiences and a deep understanding of customer service principles and practices

• Familiarity with customer service software, such as Kustomer, Zendesk, Salesforce, or similar tools

• Ability to manage multiple projects and priorities in a fast-paced, dynamic environment, making the most of limited working hours each week

• A genuine interest in the creator and social media space, aligning with Feastables' brand ethos

• Ability to work EU timezones