Onyx Coffee Lab
Overview
ONYX Coffee Lab is a specialty coffee roaster known for excellence in sourcing, roasting, and customer experience. We serve a growing base of retail, wholesale, and direct-to-consumer customers with a strong focus on quality, transparency, and brand integrity. At Onyx, we pursue the relentless refinement of coffee quality, service, and innovation. Our uncompromising standards drive us to educate partners, develop groundbreaking flavor profiles, and set new benchmarks in specialty coffee. We believe great coffee is a journey — one best shared with others.
Responsibilities
Lead, coach, and support a high-performing customer service team
Conduct regular 1:1s, team reviews, and performance evaluations
Manage team scheduling to ensure coverage during peak hours and periods
Foster a culture of accountability, empathy, and continuous improvement
Customer Interaction & Support
Oversee customer communications across all channels (D2C, B2B, cafes)
Ensure timely, thoughtful responses to inquiries, complaints, and issues
Personally handle complex or high-stakes escalations when needed
Champion a customer-first mindset in every interaction
Cross-functional Collaboration
Act as a liaison between Customer Service, Production, and Marketing
Create feedback loops to share customer insights that inform product and messaging decisions
Align on proactive communication strategies for new launches or service disruptions
Process Improvement, Systems Integration, and Reporting
Fully implement and manage the Gorgias customer service platform, ensuring all team members are trained and workflows are optimized.
Build and track key performance indicators (KPIs) for both team and individual performance (e.g., response time, resolution rate, CSAT, ticket volume).
Develop and enforce service level agreements (SLAs) to define and uphold clear standards for response and resolution times across all channels.
Use data and trend analysis to identify inefficiencies and improve operating systems
Create, maintain, and refine SOPs to ensure scalable, consistent service delivery
Customer Experience Strategy
Lead initiatives to improve loyalty, reduce churn, and enhance brand affinity
Develop and manage a loyalty program that rewards repeat and cross-channel (online + cafe) customers
Collaborate with Marketing to ensure consistent brand voice across touchpoints
Qualifications
4+ years of customer service experience, including 2+ years in a leadership role
Strong leadership and team development skills
Proven problem-solving and conflict resolution abilities
Highly organized with strong time-management skills
Proficiency in platforms such as Zendesk, Gorgias, or similar
Comfort working cross-functionally with production and marketing teams
Preferred Qualifications
Experience in a manufacturing, production, or CPG environment
An affinity or personal interest in specialty coffee
Familiarity with customer journey mapping and CX optimization
Strong data analysis skills to inform strategy and training
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Restaurants
#J-18808-Ljbffr
Responsibilities
Lead, coach, and support a high-performing customer service team
Conduct regular 1:1s, team reviews, and performance evaluations
Manage team scheduling to ensure coverage during peak hours and periods
Foster a culture of accountability, empathy, and continuous improvement
Customer Interaction & Support
Oversee customer communications across all channels (D2C, B2B, cafes)
Ensure timely, thoughtful responses to inquiries, complaints, and issues
Personally handle complex or high-stakes escalations when needed
Champion a customer-first mindset in every interaction
Cross-functional Collaboration
Act as a liaison between Customer Service, Production, and Marketing
Create feedback loops to share customer insights that inform product and messaging decisions
Align on proactive communication strategies for new launches or service disruptions
Process Improvement, Systems Integration, and Reporting
Fully implement and manage the Gorgias customer service platform, ensuring all team members are trained and workflows are optimized.
Build and track key performance indicators (KPIs) for both team and individual performance (e.g., response time, resolution rate, CSAT, ticket volume).
Develop and enforce service level agreements (SLAs) to define and uphold clear standards for response and resolution times across all channels.
Use data and trend analysis to identify inefficiencies and improve operating systems
Create, maintain, and refine SOPs to ensure scalable, consistent service delivery
Customer Experience Strategy
Lead initiatives to improve loyalty, reduce churn, and enhance brand affinity
Develop and manage a loyalty program that rewards repeat and cross-channel (online + cafe) customers
Collaborate with Marketing to ensure consistent brand voice across touchpoints
Qualifications
4+ years of customer service experience, including 2+ years in a leadership role
Strong leadership and team development skills
Proven problem-solving and conflict resolution abilities
Highly organized with strong time-management skills
Proficiency in platforms such as Zendesk, Gorgias, or similar
Comfort working cross-functionally with production and marketing teams
Preferred Qualifications
Experience in a manufacturing, production, or CPG environment
An affinity or personal interest in specialty coffee
Familiarity with customer journey mapping and CX optimization
Strong data analysis skills to inform strategy and training
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Restaurants
#J-18808-Ljbffr