Customer Experience & Business Operations Specialist
About the Role
At CocoaTown, we help entrepreneurs, farmers, educators, and chocolate makers in more than 100 countries turn cocoa beans into world-class, healthy, craft chocolate. Our equipment has helped create and empower thousands of businesses around the globe, and we're looking for someone who's excited to help write the next chapter of that story.
This isn't a traditional marketing or customer support role. You'll work across sales, marketing, customer support, and business operations, taking ownership of meaningful projects that improve both the customer experience and the way we work. If you're energized by solving problems, learning new skills, fast-tracking your career growth, and making a visible impact in a growing business, we'd love to meet you.
What You'll Do
Customer Experience
- Support customers throughout their journey and become a trusted resource on our products.
- Identify recurring customer challenges and recommend improvements for processes and products.
Project & Process Improvement
- Lead cross-functional projects that improve customer support, documentation, and internal processes.
- Create training materials, standard operating procedures, and scalable workflows.
Business Systems
- Help own and improve our CRM by gathering requirements, prioritizing enhancements, and supporting adoption.
- Ensure our business systems enable an outstanding customer experience.
Sales & Marketing
- Support lead nurturing, customer communications, trade shows, and marketing initiatives.
- Use customer insights to improve messaging, educational content, and customer engagement.
About You:
We’re looking for someone who:
- Is a natural problem solver who enjoys figuring things out.
- Takes ownership and follows projects through to completion.
- Has excellent written and verbal communication skills.
- Is comfortable balancing strategic thinking with hands-on execution.
- Is curious, adaptable, and excited to learn.
- Has a passion for delivering exceptional customer experiences.
- Thrives in a fast-paced small business where priorities can change quickly.
- Comfortable wearing multiple hats and switching hats seamlessly as needed
Preferred Experience
- Customer success, sales, marketing, operations, consulting, project management, or similar customer-facing business functions.
- Experience managing projects or improving business processes.
- Small business or entrepreneurial experience is a plus.
- CRM experience is helpful but not required.
- Engineering acumen.
- Multilingual proficiency (Spanish & English fluency preferred).
Why Join Us?
- Own meaningful work from day one. Your ideas won't get buried in layers of management—you'll have direct access to leadership and the opportunity to make a real impact from the start.
- Learn how an entire business operates. Gain hands-on experience across sales, marketing, customer support, operations, and business systems.
- Work globally. Collaborate with customers and partners in more than 100 countries, with opportunities for international travel to trade shows, customer visits, and industry events.
- Grow your career. As you develop into a product expert and business leader, you'll take on increasing responsibility with the opportunity to grow into a management role.
- Work in an industry people love. If you're passionate about food, innovation, entrepreneurship—or simply love chocolate—you'll get to help create exceptional chocolate while tasting some along the way.
Additional Requirements
- Must be legally authorized to work in the United States. CocoaTown is unable to provide visa sponsorship now or in the future.
- This is a full-time, on-site position based in Alpharetta, GA. Regular in-office attendance (Monday–Friday) is required. Due to our location, reliable personal transportation is strongly recommended.
- Employment is contingent upon successfully completing a background check.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- On-the-job training
- Paid time off
Work Location: In person
