Customer Experience & Community Manager Job at Ibex Outdoor Clothing in Brooklyn

Company Description

Ibex is a company passionate about building exceptional performance products from Merino Wool and other natural fibers. Our brand was born from a desire to build functional outdoor clothing made from exceptional fabrics, starting with the incomparable performance of merino wool.

About the Role:

At Ibex, we believe great gear deserves great support. We’re looking for a thoughtful, outdoor-savvy communicator to champion the Ibex customer journey. As our Customer Experience & Community Manager, you’ll bring warmth and curiosity to every interaction. You’ll use tools like Gorgias to engage with our customers and growing community across all channels, whether it be responding to social posts, proactively reaching out with an offer, or a typical customer service inquiry —delivering exceptional service, answering product questions, and engaging authentically with our growing community across digital platforms. You'll play a key role in how customers experience and connect with our brand.

Job Description:

Community Management

• Monitor and respond to DMs, comments, and tags across Instagram, Facebook, and TikTok
• Engage with outdoor communities groups and adjacent outdoor accounts where appropriate
• Build relationships that foster brand trust, loyalty, and enthusiasm
• Surface customer feedback, FAQs, and sentiment trends to the broader team

Customer Retention

• Use our customer service tools to reach out to customers about new launches, loyalty programs, and personalized product recommendations
• Identify opportunities for upselling and cross-selling based on order history or behavior
• Collaborate with marketing and e-comm teams to align your outreach with our current campaigns and product launches

Customer Support

• Respond to general customer inquiries via email, chat, and social channels using Gorgias
• Assist customers with questions about sizing, orders, returns, product care, and more
• Resolve issues with empathy, efficiency, and a brand-aligned tone
• Maintain high CSAT scores through prompt, solution-oriented communication

Organic Social Media

• Help ensure a consistent, brand-aligned voice across chat, email, and social copy
• Collaborate with the marketing and creative team on rollout plans and post scheduling

Requirements

• 2–4 years of experience in customer experience, community management, or digital support (DTC or e-commerce preferred)
• Strong written communication skills with a warm, friendly, and outdoor-savvy tone
• Experience with Gorgias or other similar CS tools
• Comfortable using Instagram, TikTok, and Facebook for customer engagement
• Highly organized, responsive, and proactive
• Experience in the outdoor clothing industry and/or performance apparel is a plus

What We Offer

• Competitive benefits package including health insurance and PTO
• Opportunities for professional development and career advancement.
• A creative and supportive work environment, promoting personal and professional growth.