BRĒZ

Customer Support

• Respond promptly to customer inquiries via email, chat, and social channels
• Resolve product or order issues with empathy, speed, and a solutions-first mindset
• Track trends in questions or complaints and share insights with CX, Ops, Product, and other teams
• Ensure replacements, refunds, and credits are accurately issued and tracked
• Collaborate with fulfillment and logistics teams to resolve shipping or inventory issues
• Help document and refine customer service policies and best practices
• Guide customers through product line and help with subscriptions, billing, and product recommendations
• Create thoughtful and on-brand MACROs and direct email responses to resolve concerns and encourage retention
• Support subscriber retention by identifying churn risks and offering solutions or education
• Work cross-functionally with Operations, Product, and Retention teams to solve challenges quickly
• Identify opportunities to retain subscribers and provide thoughtful incentives or education when needed
• Flag churn risks and recurring friction points to improve the overall customer journey
• Represent the BRĒZ tone of voice: warm, thoughtful, compassionate, approachable
• Contribute to a workplace culture where people feel motivated and excited to bring their best selves to work
• Other duties, responsibilities, and activities may change or be assigned at any time

Customer Support Specialist

Account Manager

Drive brand awareness, enhance retail partnerships, and deliver trade and consumer experiences.
Lead growth in hospitality, foodservice, and experiential channels (hotels, restaurant chains, cafés, venues, transportation).
Manage full BRĒZ portfolio (functional non-alc and infused lines) and secure new placements.
Build relationships with operators and activate programs to drive consumer trial and loyalty.
Partner with digital and marketing teams for campaigns that drive trial and traffic.
Navigate distribution models (broadline foodservice, DSD, specialty) to ensure supply and execution.
Design and roll out menu placements, activation programs, and seasonal campaigns tailored to on-premise partners.
Identify new on-premise opportunities and create a motivated workplace culture.

Customer Support Specialist

Strategic Account Manager