Snif

Customer Support

• Manage our customer support inbox and respond to all inbound emails concerning order status, returns, product questions, and general customer support in a timely and friendly manner
• Manage one-on-one customer outreach and follow up as needed
• Assist in compiling monthly metrics reports
• Manage and engage with customer feedback on our website by reviewing, publishing, and responding to reviews, and sharing key insights or concerns with the team
• Manage customer experience on our Amazon storefront by monitoring and responding to inquiries and reviews in a timely manner
• Manage review syndications with our retail partners
• Manage customer orders by tracking and adjusting through our fulfillment platform, handling special cases, and coordinating with Operations to keep customers informed
• Manage returns by tracking and adjusting refunds through our automated platform, and sharing customer feedback and insights to improve order flow and product development
• Track and report order issues and product insights, maintain logs of damages or missing orders, and share recommendations to enhance the customer experience
• Maintain and update the FAQ database by reviewing on-site content, adding new information for product launches and site updates, and coordinating with our fragrance partners to address formula-related questions as they arise

Customer Experience Manager

Content Creator

• Support and play an impactful role in Snif’s social strategy
• Become the “face” of a new sub-brand and build an engaging persona around it
• Regularly bring creative ideas to the table and execute quickly
• Schedule and post on TikTok
• Support additional work on YouTube
• Assist in outbound community management by commenting on relevant posts and creating conversation around Snif
• Create 15-20 videos per month
• Edit short-form and long-form videos that can be tailored to various social platforms like TikTok, YouTube, and Instagram
• Collaborate with our Creative and Social Team to continuously optimize and enhance our platform presence and structure

Content Creator – Social, Video

Chief of Staff

• Act as a trusted thought partner and extension of the CEO, driving strategic and operational initiatives
• Communicate important business updates to the broader team for transparency and clarity
• Develop critical presentation models or “strawmen,” outlining structure and content for the team to utilize
• Drive and execute special projects set by the CEO
• Manage the CEO’s priorities so they are aligned with company objectives
• Own internal company processes including agendas, operational calendar, and workflow optimization
• Lead weekly Team, Management, and Product Launch Sync Meetings
• Work alongside the CEO to set and track company-wide goals
• Check in with department heads to ensure progress on functional goals and initiatives
• Partner with the Director of Finance to lead Board preparation, investor communication, and metrics
• Collaborate with department leaders to ensure alignment across functions and projects
• Own Milestones Tracker to ensure product launches and replenishment orders are executed on time
• Streamline decision-making, reduce bottlenecks, and proactively problem-solve
• Vet productivity and educational resources for the team to improve output and professional growth
• Own the hiring process from role creation through onboarding
• Drive Snif’s performance management cycles and year-end reviews ensuring clarity, consistency, and accountability
• Maintain, update, and distribute culture, well-being, and benefits documentation
• Plan quarterly “Collab Weeks” for in-person coworking and team-bonding