Warranty + Support Manager, CX

Who are we:
Caraway is a home goods brand on a mission to craft well-designed, non-toxic home goods that thoughtfully raises the standards of what you cook with. We’re passionate about creating elevated products, free of toxic chemicals, that are better for you, your family, and the planet. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process releases less CO2 into the environment than traditional non-stick coatings and we engage in sustainable packaging practices, free of single-use plastics and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better - for you and the planet - in every step of the process.

Since launching in November 2019, we’ve become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers including Target, Bloomingdale’s, Crate & Barrel, The Container Store, Costco, Zola, and many more.

We’ve amassed over 75,000+ five-star reviews from happy customers and hundreds of press hits from the likes of Vogue, Domino, Good Housekeeping, Food & Wine, Architectural Digest, PureWow, Fortune, and CNN.

Caraway is a fully-remote company filled with motivated and hardworking innovators and doers. We’re continually developing programs to support our distributed team to ensure a successful remote experience. If you’re looking to join a brand that folks love, read on and apply!

The Opportunity:
We are actively looking for a highly experienced and motivated Warranty & Support Manager, CX. Reporting to our Associate Director, Customer Experience. This role will be responsible for owning and optimizing the warranty claims process, driving efficiencies in post-purchase support, and maintaining a high standard of customer satisfaction. The Warranty & Support Manager, CX will work closely with the Customer Experience Manager and cross-functional teams to ensure seamless operations, alignment with SLAs, and robust problem-solving for warranty-related concerns.

This role will serve as a key driver in optimizing CX technologies and processes while addressing product-related issues, improving policies, and supporting warranty operations. With a strong focus on robust project management, this role will ensure the successful execution of system enhancements and cross-functional initiatives that elevate the customer journey. Partnering closely with internal teams and external stakeholders, including our BPO team, the ideal candidate will bring expertise in warranty management, technical acumen for CX optimization, and a data-driven mindset - all tied together with a commitment to delivering exceptional customer experiences.

Who You Are: 
You’re a relentless, customer-obsessed problem solver who transforms post-purchase experiences into brand loyalty powerhouses. With a sharp, data-driven mindset, you don’t just manage warranty operations - you revolutionize them, turning insights into action and obstacles into opportunities. Your communication skills are second to none, rallying teams across departments to deliver seamless, high-impact solutions. You thrive on optimization, always pushing the boundaries to make processes smarter, faster, and more customer-centric. By proactively tackling concerns and harnessing data to refine every interaction, you don’t just support customers - you turn them into raving fans. 

Responsibilities:

Warranty & Support Operations

• Own, develop, and optimize warranty and support programs, processes, and platforms to align with company goals and deliver seamless customer experiences.
• Build data-driven insights to refine warranty policies, enhance customer satisfaction, identify trends and reduce escalations.
• Develop and implement tactics, SOPs, and documentation for all Warranty & Support responsibilities to ensure consistency and scalability.
• Stay up-to-date on industry best practices and emerging trends in warranty management to continuously improve processes.
• Own the optimization, integration, and maintenance of warranty and support platforms and tools to drive efficiency and elevate the customer experience
• Proactively identify and implement system enhancements to improve team efficiency, streamline workflows, and elevate the overall customer experience.
• Be a critical driver for adoption and customization of new technologies across customer-facing teams.

Team Leadership & Support

• Train and upskill CX teams on leveraging Warranty & Support tools and adhering to refined workflows.
• Act as the primary escalation point for complex or high-priority warranty cases, providing creative and customer-focused solutions.
• Partner with our Knowledge & Training team to craft resources and training materials that empower agents to deliver efficient and thoughtful support.
• Collaborate with BPO leadership to identify skill gaps, implement feedback, and ensure agents are equipped to handle warranty-related issues.

Cross-Functional Collaboration & Communication

• Partner with teams like Product Development, Operations, and Quality Assurance to address product challenges and recommend improvements.
• Provide insights and opportunities based on warranty-related data to inform product development and improve customer satisfaction.
• Monitor and evaluate Warranty & Support performance metrics, such as claim resolution times and customer satisfaction scores, ensuring SLAs are consistently met.
• Regularly present recommendations and outcomes to CX management on improving customer service metrics, lifetime value, and retention.

Knowledge, skills, and abilities:

• 5+ years of experience in warranty operations, customer experience, or a similar field
• 3+ years of people management experience.
• Excellent understanding of warranty policies, claims processing, and post-purchase customer support in ecommerce and consumer products.
• Demonstrated ability to use data and metrics to drive decision-making and process optimization.
• Exceptional communication skills, with the ability to collaborate across departments and influence outcomes.
• Experience managing and working with outsourced teams, preferably within a BPO environment.
• Familiarity with ecommerce platforms, helpdesk tools, and CRM systems (Shopify and Gladly experience preferred).
• Strong problem-solving and organizational skills, with the ability to prioritize and multitask effectively.
• A customer-first mindset, with a commitment to building trust and loyalty through thoughtful and efficient support.
• Bonus: Experience with ERP systems such as Fulfil.io and familiarity with warranty or service contract software.

The anticipated base salary range for this role ​is $90,000 - $110,000 - Final compensation will depend on a variety of factors determining the base pay at offer, including but not limited to: skills, qualifications, experience. This range provides the opportunity to progress as you grow and develop within a role.

Caraway Life:
Caraway is an exciting, fully remote digitally native company that is bringing kitchenware and home goods into the modern era, leading from a non-toxic and sustainable foundation.

Team: You will be joining a passionate and collaborative fully-remote team that prides itself on high-quality work, supporting one another, sharing our successes, and building a brand we truly love, together.

Culture: At Caraway, we value continuous learning and career growth. We strive to continually optimize our processes, ensuring that we’re thoughtful in everything we do, both internally and externally. We listen to our employees, celebrate our wins, and constantly look for ways to be better for our team, and the world. 

Workplace: Being a fully-remote company, we have no headquarters and are truly distributed across the country. Our leadership team sits on both the East and West Coast and we have folks in a variety of states. We offer a monthly stipend towards co-working space should folks need to switch up their working environment every now and then.

Benefits: We value you and your family. With this in mind, full-time eligible employees are provided: 

• Health, dental, and vision offerings for you and your dependents
• Equity for full time employees
• Unlimited PTO 
• 11+ paid holidays
• 3 months Parental leave
• Fully Remote Company
• Company-sponsored monthly wellness stipend
• Company-sponsored monthly coworking stipend
• Pre-tax Commuter and FSA/Dependent Care FSA, and HSA options
• 401(k) plan
• High quality home and kitchen product + swag, F&F discounts

Please note that the duties and responsibilities outlined in this job description are intended to describe the general nature and level of work performed by employees assigned to this position. It is not an exhaustive list of all responsibilities, duties, and skills required for the role. Additional tasks and responsibilities may be assigned as needed to meet business needs.

Caraway is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status