It all started over a beer, or lack thereof. Friends Dean Eberhardt and Andrew Markley were at a craft brewery while Dean was nearly finishing up a month off of drinking, in an effort to kickstart some healthier habits. But it wasn’t the buzz Dean realized he missed — it was the ritual the familiarity, the camaraderie. The smell and taste of that hoppy, bubbly cold ale his buddy was enjoying. The craft beer experience. And that’s when it hit them. To brew tea like beer, with the hops, but without sugars, additives or any fermentation.
Launched in 2018 via summer of farmers’ markets, Hoplark quickly advanced to the grand prize at the 2018 BevNet New Beverage Showdown, a 2019 Best New Beverage Award from the Natural Foods Expo West, and a Boulder, Colorado taproom and brewery. Hoplark has grown to 65 employees, and is currently expanding their brewery operations to meet their high demand.
We are Hoplark. We are obsessed with delivering amazing flavor experiences using unique and simple ingredients for hop lovers and beyond. Our customers are passionate, loyal, and really, really awesome. This makes innovation and experience at the core of our mission. We are seeking forward-thinking individuals who are excited about Hoplark and growing with a rapidly expanding company in the natural food and beverage industry. Our product is unique, unexpected and BOLD - just like the people we hope feel inspired to join our flock.
AT HOPLARK, WE SEEK CULTURE ADD, NOT CULTURE FIT. WE ARE EXCITED FOR NEW BIRDS TO JOIN OUR FLOCK THAT FEEL ALIGNMENT WITH OUR CULTURAL ATTRIBUTES.
- Humility: We are an inclusive and collaborative team.
- Respect & Kindness: We have a lot going on, but we are in this together, for the long run.
- Adaptability: Business at Hoplark is fast paced, intense, and ever changing. Being able to quickly adapt and take on challenges head-on as a self-starter is a key attribute for personal growth within and for the company.
- Ownership: Everyone matters. Your contributions, expertise, and impact are valued.
- Passion for Our Product: Go try us out! We are online and available across the country. Tell us what you think, we’d love to hear about your favorite flavor!
- Curiosity: You bring ideas to the table above and beyond your daily job.
- Growth-Oriented Mindset: Always moving toward your and our possibilities. We want you to innovate and grow in responsibility as you grow with the company!
- Optimism: We shoot for some lofty goals and have fun doing it.
- Willingness To Be Unconventional: We have a flock of very experienced professionals but we like to approach typical old challenges with fresh solutions.
Hoplark is seeking a Customer Experience (CX) Coordinator to run the interpersonal communications with our beloved Hoplark customers – a very important role! The candidate profile we would love to see has exceptional copy-writing skills, strong verbal communication skills, is extremely detail oriented, able is able work effectively cross-functionally within the organization.
The Customer Experience (CX) Coordinator will report to the Sr. Manager of Customer Experience. This role is based in Colorado with a hybrid work approach (onsite presence 2 days/week).
ROLE DESCRIPTION + EXPECTATIONS
Initial Priorities
- Email, chat, and telephone customer service communication
- Assume the voice of Hoplark in your correspondence with customers – playful, curious, intentional
- Follow-through on next steps needed to support our customers, including logistics tasks such as:
- Process returns and mis-ships
- Curbside pickup/communication with shipping team
- UPS claims for lost shipments and damages
- Processing discounts in Shopify
- Customer service applications & software management
- Set up of all limited release subscriptions in Recharge App for Employees, Investors, and Consultants and manage all build updates for bi-monthly limited release program
- Ownership of Gorgias application administration including programming automation in chat responses, integration with phone system, Help Desk material development and owning the relationship with the Gorgias representative for ongoing improvements
- Communicate with Web Developers on glitches with ReCharge, Shopify, UPS, Gorgias and ShipStation
- Responsible for some Klaviyo (Email Marketing Platform) tasks such as pulling together email lists, resending emails to customers, etc
- Administering customer support with Loyalty Lion (Rewards app)
- Monitoring Okendo Reviews
Core Responsibilities
- Email, chat, and telephone customer service communication
- Follow-through on next steps needed to support our customers, including logistics
- Copywriting in the brand tone of voice in many touchpoints with Hoplark Customers and Employees
- Software & application management
- Customer Service reporting
New projects will be evaluated based on workload, project maturity (ability to move into a mainstream process) and strategic need. Goals will be set annually and quarterly based on the project needs and outcomes of those projects.
Future Initiatives
- Copywriting in the brand tone of voice in many touchpoints with Hoplark customers and team members:
- Email/SMS marketing copywriter
- One-on-one communications with customers
- Company newsletter
- Responds to reviews
- Ad hoc brand copywriting/editing needs
- Support customer service reporting
- Reporting out on how we are tracking vs goals
- Specific tools to report on are Shopify, Enquire, Wufoo, ReCharge, Okendo, Loyalty Lion
QUALIFICATIONS
- 2+ years of professional experience
- Strong communication and interpersonal skills
- Exceptional copywriting skills
- Customer service and team oriented
- Detail-oriented
- Tech-savvy, strong computer skills
- Agile with an ability to thrive in a fasting-changing, high growth environment
- Team player with a strong work ethic and self-starting attitude
- Ability to demonstrate reliability and work in a fast-paced setting
Please let them know you heard about it from Venture Connect