Supervisor Customer Experience

A Little About Us

Oats Overnight is on a mission to build a generational CPG brand. Since 2016, our high-protein, drinkable oatmeal has reached over a million customers through direct-to-consumer, and we're now scaling with all major nationwide retail and club partners. Our goal: become a household brand by leveraging speed, storytelling, and strategy.

We are vertically integrated: we develop, manufacture, and fulfill everything in-house. This operational control allows us to engage customers directly into the R&D process, an initiative where we were first-to-market in CPG. It also makes our brand tangible and real: our factory, our team, and our product pipeline are all part of the narrative.

This is an exciting stage-we are emerging as a significant omni-channel brand and launching new products to capture significant market share across verticals. We want you to help us get there.

Every teammate here has equity because we're building something big, and everyone plays an important role. If you're excited about building a brand that does things differently, this is that opportunity.
What's The Job?

As a Supervisor of Customer Experience, you will play a key role in guiding the day-to-day operations of our Customer Experience team. From overseeing workflow and ensuring timely responses to coaching team members and refining processes, you'll help maintain a high standard of service. This role is ideal for someone who enjoys leading by example and supporting both customers and teammates in a fast-paced, collaborative environment.

Schedule: Monday - Friday
What You'll Be Doing, Stop Scanning and Read This Part

• Direct the daily workflow of Customer Experience Representatives to ensure inquiries are handled accurately and efficiently.
• Monitor team workload and performance to maintain service quality and prompt response times.
• Provide hands-on support for escalated or challenging customer interactions.
• Train and onboard new team members in support systems, policies, and tone of voice standards.
• Regularly review and provide feedback on customer interactions to support individual growth and consistency.
• Document and distribute standardized responses and process guides for common service issues.
• Collaborate with leadership to identify customer trends and contribute to process improvements.
• Other duties as assigned.

What You've Done And Who You Are

• High School Diploma or equivalent required.
• 2+ years of experience in customer service, preferably in a direct-to-consumer or consumer goods setting.
• Leadership or team lead experience preferred.
• Experience with help desk software such as Gorgias (preferred), Shipstation, Shopify, or similar platforms.
• Strong conflict resolution, multitasking, and problem-solving skills.
• Proven ability to lead by example and support peers in a fast-paced, collaborative environment.
• Strong communication, coaching skills, and attention to detail.
• Curious, entrepreneurial mindset with a relentless drive to get things done.
• Flexible and quick to learn new processes, technology, and ways of thinking.

Why You Might Like Working Here

• This is going to be fun.
• Freedom to leverage your creativity and have a voice.
• Casual, friendly culture - serious about the work, not ourselves.
• Every employee has equity.
• High growth potential with opportunities to expand.
• Free oatmeal. It's very good.

Why You Might Not Like Working Here

• It's not a cushy job - the bar is high.
• We are growing quickly and have a fast-paced work environment.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to work near food ingredients with exposure to allergens.
• You must be able to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards.
• You must be able to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

The Perks

• Full Benefits:
  Medical, Dental, Vision, Life Insurance, 401k.
• Employee Fitness Center.
• Generous PTO.
• Weekly Pay.
• Stock options - every employee is an owner.
• Free, delicious oatmeal.

And Last But Never Least...

We value people who roll up their sleeves and support…