Consumer Care Manager

El Segundo, California

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Company Description

At Beyond Meat, we started with simple questions. Why do you need an animal to create meat? Why can't you build meat directly from plants? It turns out you can. So we did. We make plant-based meats that allow families to eat more, not less, of the traditional dishes they love, while feeling great about the health, sustainability, and animal welfare benefits of plant protein. Our goal is to bring exciting change to the plate--and Beyond.

Our products are sold in 11,000+ natural and traditional grocery stores nationwide, and we are growing by leaps and bounds. Our investors include Bill Gates, the Twitter founders, Seth Goldman (founder of Honest Tea), and a host of prominent VCs.

We've recently developed and launched--to sell-out demand--The Beyond Burger. It's a plant-based, raw-beef style burger that looks, cooks, and tastes so similarly to beef it's being sold in the meat section of the grocery store--an industry first. It's the opening bid in our Future of Protein vision, whereby we're inviting retailers--and consumers-- to reimagine the "meat section" of the grocery store as the "protein section" -- where plant-based meat lives side by side with animal based meat.

Position Description

This a full-time position, reporting to the Director of Marketing, that will oversee consumer care at Beyond Meat. This position will sit in our head office in El Segundo, CA. We're looking for a candidate to ensure we provide the highest level of service and a speedy response to all incoming inquiries. This individual will manage Beyond Meat's interaction with consumers while collecting actionable data on growing areas of consumer inquiry and tracking/managing Quality Assurance (QA) issues.

Key Responsibilities

Own all consumer response inquiries through Zen Desk portal - include Email, Phone/Voicemail, and Facebook/Twitter. Resolve issues quickly and satisfactorily

Track all incoming tickets and manage monthly recaps to capture shifting consumer trends, quality issues, and other concerns

Field tickets to appropriate departments and escalate issues appropriately to ensure effective resolutions

Create and implement new training docs for consumer care best practices

Implement new system for answering of phone calls in real time

Create reporting and facilitate data needs for internal business review and meetings

Update master Q&A document that reflects changes in product information or company position on key issues; working in tandem with Marketing and QA to make sure answers are up to date

Work with QA team to address and escalate consumer quality issues appropriately and to resolve in a satisfactory and timely manner

Track quality concerns over time and report back on trends or concerns in monthly meetings

Qualifications

Education: BA degree with 4+ years of experience in Customer Service or Consumer Response Management

Thrives in fast-paced, evolving environment

Proficient in Excel, Word, PowerPoint and Zen Desk (or similar customer service platform)

Ability to manage and organize multiple projects

Excellent poise and professionalism when dealing with consumers

Team player and flexible.

PHYSICAL DEMANDS: Frequent sitting at a desk, communication-using computer and phone. Lifting not to exceed 25 lbs.
WORK ENVIRONMENT: 40 hour/week, office environment.
COMPENSATION: Competitive compensation based on qualifications and experience level, bonus, stock options.

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