Influencer Marketing Coordinator
Once Upon a Farm
Salary
💰 $23 - $26 per hour
Job Level
Junior
About the role
- 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
Requirements
- 1–3 years of experience in customer service, ideally in CPG, beverage, DTC, or wellness space
- Genuinely love helping people and turning tough situations into positive outcomes
- Experience handling direct email conversations, subscription troubleshooting, and product education
- Strong written communication skills (friendly, clear, confident)
- Comfortable using tools like Rich Panel, Shopify, Notion, Slack, etc.
- Organized, detail-oriented, and thrive in fast-paced startup environments
- Understand the value of brand voice and customer loyalty
- Excellent relationship-building and communication skills
- Conflict resolution and problem-solving skills
- Must be able to effectively communicate in English, both verbally and written
- Possess basic mathematical skills: addition, subtraction, multiplication and division
- Experience in cannabis industries is a plus
- Passion for functional wellness, non-alcoholic beverage, cannabis, mushrooms, and other adaptogenic or nootropic therapeutic compounds (preferred)
