**The Role** **Senior Customer Support Agent for E-commerce** We're seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with customers, not basic ticket handling. **What You'll Do** *Customer Support* - Respond to inquiries via Gorgias → Richpanel (chat & email) and **Instagram/TikTok DMs** (critical) - Handle order management, tracking, modifications, and cancellations - Manage returns, exchanges, and refunds with grace - Provide product guidance and personalized recommendations - Resolve shipping issues and coordinate with logistics partners *Customer Experience* - Turn challenging situations into positive experiences through empathetic problem-solving - Maintain our premium brand tone in all communications - Document feedback and identify patterns for improvement - Handle escalations and high-AOV/VIP customers with confidence

Role Description We’re looking for a Manager, eCommerce & Lifecycle Marketing to lead Magic Spoon’s DTC growth engine across retention, subscription, loyalty, and the full dot-com experience, while connecting it to the broader marketing calendar. You’ll own how Magic Spoon retains customers, grows subscribers, and converts traffic on-site, acting as the connective tissue across email, SMS, web, and paid media for launches and integrated campaigns. You’ll partner closely with our Senior Growth Analyst, who supports web and retention execution across PDPs, site updates, builds, QA, and list operations. This is a full-time role with a preference for in-person/hybrid work based in Tribeca, New York City (Tue/Wed/Thu in office). We are also open to remote candidates across the US. This role will be reporting to the Sr. Director, Omnichannel Growth Marketing. Qualifications - 4+ years in growth marketing at a CPG or DTC brand, with direct hands-on experience in retention/lifecycle, subscription, and DTC eCommerce/web. - Track record running email and SMS programs end-to-end: segmentation, automation, testing, and reporting. - Subscription program experience strongly preferred. - Hands-on experience with the .com customer journey, on-site merchandising, and conversion levers. - Comfort with Shopify and a major ESP/SMS stack (Klaviyo, Attentive, or similar). - Strong program management and launch coordination skills. - Comfortable owning internal reporting, sharing testing roadmaps, and using data to inform decisions across the business. - Bonus: hands-on CRO/site-testing experience, or experience at a brand with a meaningful retail business. - A passion for food, CPG, and well-built customer experiences. Requirements - Own Magic Spoon's email and SMS programs end-to-end - campaign calendar, flows and automations, segmentation, and performance. - Build and maintain a testing roadmap that drives repeat purchase, list growth, and engagement. - Partner with Creative and Brand to keep retention content on-voice while hitting performance targets. - Work with our Senior Growth Analyst on day-to-day build and QA; review the work, prioritize the queue, and support with development. - Track and report retention KPIs (open/click, revenue per send, list health, deliverability) and surface insights to leadership. - Manage relationships with ESP, SMS, and subscription platform partners. - Own the subscription program: acquisition into sub, churn reduction, win-back, and the overall subscriber experience. - Build subscriber-specific lifecycle journeys - onboarding, milestones, retention saves, perks, and loyalty moments. - Partner with Acquisition on the path into subscription and on improving sub-rate at checkout. - Track sub KPIs (active subs, churn, LTV, sub revenue) and run targeted interventions tied to business goals. - Continuously build, nurture, and optimize the subscription and loyalty ecosystem to improve engagement, retention, and long-term customer value. - Stay current on retention best practices and compliance (TCPA, CAN-SPAM, GDPR). - Own the strategy and roadmap for the .com experience - promotions, merchandising, key moments, conversion, and on-site UX decisions. - Partner with the Senior Growth Analyst on day-to-day execution: PDP updates, on-site promo setup, seasonal moments. - Coordinate with the development agency and CRO partner on testing, bug triage, and site health. - Partner with Acquisition so landing pages and on-site experiences support paid traffic. - Own the DTC marketing calendar - product launches, promotions, brand moments, seasonal pushes - and the execution plans behind them. - Run launch coordination across email, SMS, web, and paid: timelines, briefs, deliverables, and dependencies. - Be the glue between Acquisition, Brand, Creative, CX, and Operations on integrated programs. - Ensure launches run smoothly by staying close with Operations and CX to address issues quickly and thoughtfully. Benefits - Competitive salary & equity - Bonus eligibility - 100% covered Health, Vision, Dental insurance (50% covered for dependents) - 401(k) with company match - Generous parental leave - Flexible vacation - Paid company holidays - Paid sick leave - Catered lunch in office - Dog friendly office - Unlimited cereal ✨ 🥣

• Design best-in-class social commerce experiences across web, mobile, live shopping, shoppable video, and interactive content surfaces • Create UX and UI patterns that help Terrific clients convert more owned traffic into revenue • Bring social-native interaction thinking into owned-property experiences without making them feel gimmicky • Work with product, revenue, and client teams to understand where users drop, hesitate, engage, and buy • Translate commerce, marketing, and media use cases into elegant product experiences • Use research, trend awareness, and performance data to improve flows, content modules, creator interactions, and conversion surfaces • Design for both sides of Terrific’s network: commerce clients and media clients • Help shape a product language that feels modern, social, credible, and conversion-led

• You will manage and maintain our CRM system in day-to-day operations, ensuring clean, well-structured data • Plan, create and optimize newsletters as well as automated campaigns along the customer journey • Marketing automation with email flows (e.g., welcome series, reactivation, post-purchase) • Analyze relevant KPIs (open rate, CTR, conversion) and conduct A/B tests for continuous optimization • Develop and maintain segments for personalized customer communication • Contribute to initiatives for customer retention, loyalty and optimization of the customer journey