edZOOcation

Role Description We are hiring a high-energy, sales-savvy, and tech-comfortable Customer Support & Sales Representative to serve as a frontline ambassador for our brand. This is not a basic ticket-response role. You will protect the customer experience, support revenue through upselling and retention, confidently handle phone conversations, and work heavily inside AI-powered tools to improve speed and automation. You will manage customer conversations across email, chat, SMS, social media, and phone. You will also support light PR and community engagement needs, respond to social media inquiries and comments, and help ensure our brand voice remains strong and professional across platforms. This is a performance-driven role with growth potential into sales, B2B support, or expanded customer experience leadership as the company scales. - Manage inbound tickets via Gorgias (email, chat, SMS, and social DMs) - Respond to customers within a 24-hour SLA while maintaining 95%+ CSAT - Make outbound and inbound phone calls to resolve issues, conduct surveys, and support retention - Confidently recommend add-ons, prepaid plans, and upgrades when appropriate - Convert cancellations into skips, plan adjustments, or prepaid options when possible - Manage subscriptions inside Recharge and maintain accurate Shopify accounts - Coordinate with fulfillment partners to ensure smooth order delivery - Respond to social media comments and direct messages in alignment with brand voice - Work heavily with AI tools to draft responses, improve efficiency, increase automation rates, and properly tag and categorize tickets - Follow structured SOPs and maintain clean, accurate documentation - Manage daily tasks inside a project management tool (Motion) - Track time accurately in Gusto and meet productivity expectations Qualifications - Hands-on Shopify experience - Experience with Recharge or a similar subscription platform - Experience with Gorgias or a similar helpdesk system - Experience working in an e-commerce environment - Comfortable making phone calls - Experience with upselling, retention, or revenue-support conversations - Comfortable using AI tools to enhance productivity and response quality Requirements - Are naturally outgoing and confident on the phone - Have strong written communication skills and can match the brand voice - Are comfortable recommending products and handling objections - Thrive in a structured, fast-paced environment - Are highly organized and self-managed - Embrace AI tools and technology - Take ownership of customer outcomes instead of passing issues along - Care about performance metrics and continuous improvement

Role Description The Senior Growth Marketing Manager will own both marketing strategy and execution across: - Paid acquisition - Lifecycle marketing - Organic growth - Affiliate expansion - B2B support You will work directly with leadership and have full visibility into company performance, revenue, and growth strategy. This role requires deep comfort managing projections while working inside ad platforms, Klaviyo, Recharge, Shopify analytics, and all social platforms. You will be responsible for building and optimizing the full customer acquisition and retention funnel: - Audience targeting and acquisition - Lifecycle segmentation - Subscription retention This role is for someone who enjoys both strategy and execution: identifying opportunities, building campaigns, testing ideas, analyzing performance, and continuously improving results. Initially, you will operate as the primary marketing manager with a small team. As the company grows, you will play a key role in shaping and hiring the future marketing team. Qualifications - 5–8 years of marketing experience in eCommerce or subscription businesses - Proven hands-on experience managing paid acquisition campaigns - Experience building audience targeting and customer segmentation strategies - Strong lifecycle marketing experience in Klaviyo or similar platforms - Experience working with subscription platforms such as Recharge - Experience developing organic strategies that drive measurable traffic - Strong analytical skills with comfort interpreting NCPA, LTV, ROAS, MER, churn, and funnel metrics - Builder mentality with the ability to execute directly and take ownership of outcomes Requirements - Own performance against monthly and quarterly revenue targets - Drive new customer acquisition through the online store - Improve MER and maintain sustainable acquisition costs - Monitor and optimize CPA by channel (Meta, Google, TikTok, Pinterest) - Increase AOV and first-purchase value - Improve subscription growth rate and reduce churn - Increase email and SMS revenue contribution - Support the growth of B2B revenue channels - Improve cancellation recovery and reactivation performance - Develop and optimize the full marketing funnel from awareness to retention - Own strategy and execution for Meta, Google, Pinterest, and TikTok advertising - Build targeting strategies and audience segmentation for paid campaigns - Develop and manage creative testing frameworks to improve performance - Optimize spend allocation across channels and funnel stages - Monitor NCPA, ROAS, and MER performance against benchmarks - Manage freelancers or contractors as needed - Align acquisition strategy with long-term LTV and subscription growth - Develop and execute an organic strategy across Instagram, Facebook, TikTok, Pinterest, LinkedIn, and YouTube - Increase reach, engagement, and link clicks that drive qualified traffic - Support paid performance through a strong creative and UGC strategy - Collaborate with creators, affiliates, and partners to expand reach - Strengthen brand authority through community engagement and customer advocacy - Own Klaviyo email and SMS strategy, including flows, campaigns, segmentation, and testing - Build lifecycle segmentation strategies based on behavior, engagement, and purchase history - Increase lifecycle revenue contribution toward company targets - Improve click rates, conversion rates, and subscriber growth - Optimize Recharge subscription performance, including churn reduction, cancellation recovery, and reactivation initiatives - Identify and eliminate revenue leakage in the subscription funnel - Own weekly and monthly marketing reporting dashboards - Analyze traffic, funnel conversion rates, and subscription performance - Identify growth opportunities across acquisition, retention, and lifecycle - Continuously test and optimize marketing initiatives based on data - Ensure all marketing efforts tie directly to measurable revenue outcomes Benefits - New customer CPA and AOV consistently within target ranges - Email and SMS revenue contribution increases - Affiliate revenue contribution increases - B2B revenue contribution grows steadily - Subscription churn declines below 10% - Cancellation recovery improves significantly - Organic traffic and engagement increase in alignment with revenue goals - Marketing reporting is clear, consistent, and actionable - A scalable acquisition and lifecycle funnel is built to support long-term growth