$44.50
Community & Operations Lead (Full-Time)
Keap is looking for a Full-Time Community & Operations Lead to help nurture long-term, loving relationships between Keap and our customers while building and improving the technical systems that support exceptional customer experiences.
Schedule: Monday through Friday 8am-4pm (40 hours/week)
Starting pay: $27.75 / hour
Location: At our Kingston, NY studio; optionally remote on Fridays
About Keap
Keap is a company that makes all-natural luxury candles—at the core, Keap facilitates connection to the natural world, our loved ones, and our own spirit. The candles blend the scents of acclaimed master perfumers with a regenerative approach to materials and packaging. We make all our products in-house in our Kingston studio.
The company has been featured in leading publications such as the New York Times, Dwell, and Architectural Digest.
We're a small, caring team in the early years of a long-term journey to build a company that will benefit generations to come. We're looking for kind, thoughtful, self-reliant problem solvers to join the team and help inform not just our customer experience efforts but also the direction of our company and culture.
Who this might interest
This is a unique opportunity to join an ambitious, long-term oriented company with a strong sense of place and a mission-driven ethos. We are looking for someone who combines exceptional customer service abilities with technical aptitude and systems thinking.
You'll be the person responsible for nurturing our relationships with customers through digital channels while continuously improving how we operate. You're equally at home taking an emotionally charged customer email, recognizing the underlying needs being expressed and finding an empathetic solution, as you are building and optimizing the technical systems we use to ensure we deliver consistent, exceptional experiences.
You have a striking ability to use language to communicate clearly and effectively, ensuring that complex situations are dealt with adroitly and empathetically. You're also excited about technical tools like Shopify, Recharge, and Coda, and have a natural inclination to improve processes and create documentation. You're energized by—not afraid of—automating and eliminating low-value tasks so you can devote your talents to solving higher-level problems and building meaningful community connections with our customers.
Philip chatting with customers at a local holiday pop up
In this role, you will...
- Manage the customer experience through our service platform Gorgias, responding to all inquiries with empathy and care
- Handle technical aspects of customer service including creating bulk uploads to Recharge, managing subscription changes, and implementing solutions through our various platforms
- Administer our B2B relationships by processing reorders from existing partners, managing invoicing, and ensuring smooth operations
- Continuously improve our systems by identifying opportunities for automation, creating better documentation, and implementing technical solutions
- Organize in-person pop-ups including applying for events, and in some cases representing Keap as a salesperson
- Collaborate closely with our Production & Logistics team to ensure customer needs are met efficiently and feedback is incorporated into our processes
- Take ownership of evolving this role by identifying and automating repetitive tasks (e.g., creating a self-service B2B reorder portal, streamlining data workflows, implementing AI solutions) to free up time for high-impact community initiatives. As you make the role more efficient, you'll have increasing opportunity to develop new connection points between our customers, launch creative community programs, and represent Keap at events that strengthen our community.
Ali giving a presentation on our company values at our Kingston studio
What we're looking for
- A commitment to embodying our Values, to:
- Lead with Love - We lead with empathy and treat those we serve in the same way we would wish to be treated
- Be Long Term Committed - With every decision we make, we do what is right for the sustainable, long-term good of our customers, ourselves, and the planet
- Be Intellectually Rigorous - We seek to be both teachers and students in all that we do, always humbly looking for further improvement
- An Empathy Superstar: Someone with a knack for understanding customers' emotional needs and responding with genuine care
- Technical Proficiency: Comfortable with platforms like Coda, Shopify, Recharge, and Klaviyo; excited to learn new tools and implement technical solutions
- Systems Thinker: Naturally inclined to simplify and improve processes; constantly asking "how could this be better?"
- Outstanding Communicator: Excellent written and verbal skills; able to express complex ideas clearly and empathetically
- Self-Directed: Exceptional time management; able to balance reactive customer needs with proactive improvement work
- Growth Mindset: Excited by the idea of automating the lower-value parts of work to take on higher-value initiatives
Suzanne writing notes for subscriber orders
Requirements
- Bachelor's degree or equivalent work experience
- 2+ years experience in a customer-facing role
- Strong technical aptitude with various platforms and software
- Exceptional written communication skills in English
- Comfort with data analysis and spreadsheets
- Ability to work independently while collaborating effectively with a small team; prior experience working in a small business preferred
- Availability to work Monday through Thursday on-site at our Kingston, NY studio
How to apply
Please email your application to FutureKeaper@KeapBK.com with the subject "Community & Operations Lead".
Be sure to include:
- Your resume
- A cover letter explaining your interest and how you meet our requirements
- Contact details for three professional references
- Share a time when you improved a system or process at work. What problem did you solve, and what was the outcome?
We look forward to your application and the possibility of you joining our team!
Benefits
All full-time Keap employees receive a generous PTO policy (5 weeks per year), $200/month towards healthcare expenses or insurance premiums, major candle benefits, and more. We're always working to improve our pay and benefits and will continue to increase these as our company grows.