RYZE

Oversee daily customer service operations, coach teams, manage escalations, and drive process improvements. | Experience in leading customer service teams, managing multi-site operations, and proficiency with customer service platforms. | About RYZE: At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind—helping people everywhere unlock their highest potential. We’re a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together. The Role: We’re seeking an experienced and people-focused Customer Service Manager to lead and continuously enhance our global customer and partner experience. In this role, you will oversee daily operations across our contact centers, coaching agents and team leads, managing escalations, and driving operational excellence across all customer touchpoints. This role is ideal for someone who thrives in fast-paced environments, understands outsourced and multi-location support structures, and can combine people leadership with data-driven decision-making. You will play a key role in ensuring every customer interaction reflects RYZE’s values of empathy, quality, and care. What You’ll Do Leadership & Team Development Set clear goals, coach, and develop team members to maximize engagement, growth, and performance. Foster a collaborative, positive, and high-performance team culture. Guide the team in resolving complex customer escalations with empathy and accuracy. Communicate departmental goals, performance expectations, and key updates consistently. Operational Excellence Oversee daily operations across global contact centers, ensuring adherence to SLAs and quality standards. Manage schedules and staffing plans to ensure optimal coverage, especially during peak periods. Monitor customer interactions to ensure compliance with QA standards and brand guidelines. Lead process-improvement initiatives that eliminate customer pain points and increase operational efficiency. Performance Management & Analytics Track and analyze KPIs such as response time, resolution time, CSAT, and NPS. Use customer insights and analytics to refine workflows and improve team performance. Prepare and present performance reports, trend analysis, and recommendations to leadership Training & Continuous Improvement Partner with Training and QA teams to support onboarding and ongoing development. Implement coaching frameworks, QA best practices, and structured performance management processes Collaborate cross-functionally to address recurring issues, improve processes, and elevate the customer experience. Stay informed on industry best practices, emerging tools, and service innovations to elevate team capabilities. (Other related duties may be assigned.) What We’re Looking For High school diploma required; Bachelor’s degree preferred. Experience leading customer service teams or similar operational environments, with strong communication and the ability to lead confidently in a fast-paced setting. Experience leading outsourced or multi-site teams strongly preferred. Ability to manage daily operations while driving long-term performance improvements. Strong background in project management, process optimization, and workflow redesign. Excellent leadership, coaching, and team-building capabilities. Skilled in data analysis and KPI-driven decision-making. Exceptional communication and cross-functional collaboration skills. Experience with customer service platforms and CRMs such as Zendesk, Gorgias, or similar. Ability to thrive in fast-paced, dynamic, and evolving environments. What We Offer: We are a fully remote, global company with a mission to help people feel better every day through the power of superfoods. We are looking for passionate individuals to help us grow our impact and community through a better-for-you daily ritual that supports whole body health.

Execute and optimize retention and lifecycle marketing programs across multiple channels to increase customer lifetime value. | 5-7+ years in retention or CRM marketing, hands-on experience with lifecycle platforms, strong data analysis and cross-functional collaboration skills. | About RYZE: At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind—helping people everywhere unlock their highest potential. We’re a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together. The Role: The Senior Retention Manager plays a critical role in executing and optimizing RYZE’s retention and lifecycle marketing programs. This role is hands-on and performance-driven, focused on increasing customer lifetime value through thoughtful segmentation, personalized messaging, and continuous testing across email, SMS, and CRM channels. You’ll partner closely with Growth, Creative, and Data teams to improve post-purchase experiences, reduce churn, and strengthen long-term customer relationships—turning retention into a core growth lever for the business. What You’ll Do Own the day-to-day execution of lifecycle and retention marketing initiatives across email, SMS, and CRM channels Build and optimize customer journeys including onboarding, post-purchase, replenishment, win-back, and loyalty flows Manage segmentation and personalization strategies to deliver relevant, timely messaging Execute A/B testing on creative, cadence, offers, and messaging to improve engagement and conversion Monitor and report on retention KPIs including repeat purchase rate, churn, AOV, LTV, and engagement metrics Partner with Growth and Product teams to improve post-purchase and subscription experiences Collaborate with Creative to ensure retention messaging aligns with brand voice and storytelling Work with Data and Analytics to ensure accurate tracking, reporting, and insight generation Support campaign planning for launches, promotions, and seasonal moments from a lifecycle perspective Identify opportunities to automate, scale, and improve operational efficiency within retention programs (Other related duties may be assigned.) What We’re Looking For 5–7+ years of experience in retention, lifecycle, or CRM marketing, ideally within DTC or eCommerce Hands-on experience with lifecycle platforms such as Klaviyo, Braze, or similar tools Strong understanding of customer segmentation, automation, and personalization strategies Proven ability to analyze performance data and translate insights into action Experience collaborating cross-functionally with Growth, Creative, Product, and Data teams Detail-oriented, highly organized, and comfortable managing multiple initiatives simultaneously Strong written communication skills with an eye for messaging, cadence, and customer experience Passion for customer engagement, experimentation, and continuous improvement Background in wellness, CPG, or lifestyle brands is a plus What We Offer: Performance bonus eligibility Benefits: health, dental, vision, 401(k) with match, flexible PTO Fully remote work with the opportunity to make a direct, high-impact contribution to a scaling CPG brand We are a fully remote, global company with a mission to help people feel better every day through the power of superfoods. We are looking for passionate individuals to help us grow our impact and community through a better-for-you daily ritual that supports whole body health.