Manager, CX

About Unreal

We're on a mission to unjunk the world, starting with our favorite food group: CHOCOLATE.

Our story began when two kids who loved candy got tired of being told they couldn't eat it. All their favorites were filled with artificial ingredients, excess sugar, and stuff they couldn't pronounce. Why did something that tasted so good have to be so bad for them? OR DID IT?

That question inspired our mission: to unjunk the world. Unreal was born, and it sparked a ripple of change. With real, simple ingredients, no artificial anything, way less sugar, and unbelievable taste, those kids proved that better was possible (and, well, better).

Today, we're shaking up an old-school industry, winning over a devoted fanbase, and showing up on more and more shelves every day.

Job Summary

We’re hiring a Manager, Customer Experience (CX) to lead and elevate our CX function, ensuring every consumer interaction reflects Unreal’s commitment to quality and care. This role will oversee our third-party CX partner, manage escalated and sensitive cases, and build the systems and reporting infrastructure that transform consumer feedback into actionable business insights. The ideal candidate will balance day-to-day operational excellence with a strategic vision for scaling a best-in-class CX function that supports our continued growth. 

This is an ideal opportunity for a strong individual contributor who thrives in a hands-on role and is excited to build, optimize, and grow a high-impact CX function from the ground up.

The Manager, Customer Experience will be a vital member of the Unreal Commercial team and report to the Vice President, Digital Marketing.

What You’ll Do

• Own CX operations by managing the relationship with our partner agents (via a third-party partner), setting SLAs, monitoring quality, and ensuring consumer responses are on-brand and up to date.
• Handle irregular communication needs with consumers through social, chat, or phone channels.
• Build and refine processes to manage escalated tickets effectively, personally handling complex or sensitive cases with empathy, speed, and accountability.
• Deliver high-impact performance by driving CSAT, improving response times, and providing a white-glove approach to escalations.
• Build systems and insights by optimizing ticket tagging and attribution, refining reporting dashboards, and generating insights to inform QA, Brand, and Sales.
• Partner cross-functionally with Food Safety and Quality, Brand, Sales, and Leadership to keep a strong pulse on the voice of the consumer across the organization.
• Support recalls and QA by fully integrating into the recall process and ensuring clear consumer communication and actionable feedback for process improvements.
• Build a roadmap for scaling CX through improved workflows, automation, and additional support as Unreal grows.
• Develop and evolve our knowledge base and self-service tools by maintaining FAQs and creating proactive resources for consumers.
• Define goals and objectives that strengthen consumer loyalty, focusing on satisfaction and the long-term value of CX.
• Enable effective CX solutions for international markets as we expand, ensuring seamless internal integration and regional adaptability.

Who You Are

• 4–6 years of experience in CX, customer service, or digital operations, with a preference for CPG or e-commerce environments.
• Proven track record of managing third-party vendors or CX teams effectively.
• Hands-on experience with CX systems such as Zendesk, Gorgias, or Freshdesk.
• Excellent communication skills with the ability to engage directly with consumers using empathy, care, and thoughtfulness.
• Familiarity with Amazon Seller Central/Messages and Shopify is a plus.
• Strong analytical skills, including data tagging, dashboard development, and translating trends into actionable insights.
• Skilled at problem solving under pressure, with strong attention to detail and adaptability in a high-growth environment.
• Collaborative mindset with a consumer-first perspective and the ability to influence cross-functional teams.
• Experience building CX processes, including escalation pathways to leadership or legal, is a plus.

While Unreal’s culture is remote-first, our team highly values occasional in-person collaboration. As a result, Unreal team members get together for departmental and company-wide events a few times per year. Employees at Unreal are expected to attend apart from extenuating circumstances.

The base compensation range for this position is between $100K - $115K annually. This position is also eligible for a 15% bonus. The salary range listed reflects the minimum and maximum target for new hire salaries for this position. Individual compensation is determined by additional factors, including role-related experience and relevant education and certifications. Bonus payout is pro-rated to start date. Employees must be employed by September 30 of the calendar year to be eligible for bonus for that calendar year. 

What We Offer

At Unreal, we are dedicated to providing our employees with a comprehensive array of benefits and perks that resonate deeply with our Core Values. We believe in nurturing our team members, ensuring they feel supported and valued, and enabling them to bring their best selves to work. Below, you'll find an overview of what each Unreal employee enjoys.

• Competitive salary and bonus
• Unlimited PTO & all federal holidays off
• Health, Dental, and Vision insurance - employee premiums are 100% covered,  dependent premiums covered at 60% 
• Health Reimbursement Account
• 401(k) with company match (eligible to participate after 6 months from hire)
• Up to 18 weeks Paid Parental Leave
• Paid Caregiver, Medical, & Bereavement Leave
• Tuition Reimbursement & Professional Development Stipend
• Wellness Stipend
• Monthly Home Office Stipend
• Coworking Stipend for remote employees
• Donation Matching Program
• Paid Volunteer Days
• Unlimited chocolate
• Great teammates and team culture - including department & team events
• Exposure to exciting opportunities at a rapidly growing brand!

Our Core Values

At Unreal, our values guide everything we do:

Do The Right Thing

By our consumers, our retailers, our farmers, our partners, and our world. Integrity is everything.

Endlessly Pursue Better

Challenge the status quo, sweat the small stuff, and don’t settle.

Always a Teacher, Always a Student

We share what we know while staying open to what we don’t.

Radiate Good Vibes

This is a biggie. We approach everything we do with positivity and our energy is contagious.

Make Every Bite Matter

We are creating the best bites ever, without sacrificing taste, health, or the planet to do it.

Unreal Brands, Inc. is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally recognized protected basis under applicable federal, state, or local law.