The Digital Stronghold

Customer Support

• Lead the Customer Experience
• Own customer support operations across email, chat, phone, and community channels.
• Ensure every customer interaction is efficient, authentic, and aligned with the Glade brand.
• Serve as the primary advocate for customer needs across the organization.
• Improve Systems & Processes
• Optimize support workflows, automation, and service technologies.
• Identify opportunities to improve response times, efficiency, and customer satisfaction.
• Maintain and enhance customer support documentation, knowledge bases, and SOPs.
• Turn Customer Feedback Into Action
• Analyze customer feedback, trends, and service metrics.
• Deliver actionable insights to Product, Marketing, Operations, and Leadership teams.
• Help shape product improvements and business decisions based on customer needs.
• Lead a Seasonal Team
• Recruit, onboard, train, and coach seasonal Customer Experience Representatives.
• Manage approximately 3–4 direct reports during peak season.
• Create a positive, accountable, and customer-focused team culture.
• Resolve Complex Customer Issues
• Handle escalated customer situations with empathy and professionalism.
• Drive solutions that strengthen customer trust, satisfaction, and long-term loyalty.
• Build Community & Brand Advocacy
• Engage with customers beyond traditional support channels.
• Foster meaningful relationships that strengthen the Glade community and brand affinity.
• Represent the authentic voice of the customer internally and externally.

Customer Experience Manager