Customer Service & Guest Relations Manager

Pressed Juicery is growing! Join our purpose-driven community and help us make an impact.

About Pressed Juicery

Pressed Juicery is a modern wellness brand built with the mission to empower your wellness journey.

Founded in 2010 by three friends, Pressed began as a small space with a big idea: real, nourishing food should be accessible and fit into everyday life. What started in a tiny Los Angeles juice bar has grown into a dynamic omnichannel brand, with products available through thousands of retailers nationwide, alongside our company-owned stores and direct-to-consumer channel.

At Pressed Juicery, we operate as one community bringing high-quality, better-for-you products to market. Guided by passion and purpose, we’re building what’s next in wellness.

Our Mission

Pressed Juicery’s mission is to empower your wellness journey.

Our Workplace Culture

• We embrace diversity, equity, inclusion, and belongingness!
• We speak up with radically candid communication.
• We wholeheartedly support personal and professional growth.
• We believe mistakes can be valuable and lead to continuous improvement.
• Lastly, we value excellence and strive to achieve greatness in all we do!

Our Values

• Community - as leaders, we celebrate differences, champion strengths, and compassionately aspire to be our most vibrant selves.
• Passion - curious and humble, we inspire people to make healthy choices.
• Growth - pursuing wellness with intention, we create and embrace good energy.

Our Benefits

• Medical, dental, and vision
• 401(k) - match up to 4% of compensation
• Awesome paid time-off and holidays
• Flexible Spending Account
• Generous paid parental leave
• Annual performance and compensation reviews
• Focus on career-pathing and promotions
• Professional and leadership development workshops
• Free Pressed products!

Job Purpose

The Customer Service & Guest Relations Manager leads Pressed's Guest Service Department ensuring every guest interaction reflects Pressed's commitment to our core values: Community, Passion, Growth. This role owns the guest experience across Retail, Ecomm, Digital, Nationwide Shipping, Wholesale, Catering, online reviews, and other supported channels while establishing the standards, processes, and tools necessary for the Guest Service team to operate effectively.

Serving as the eyes, ears, and voice of the guest, the Customer Service & Guest Relations Manager translates guest feedback and service data into actionable insights for the broader organization. This role identifies emerging trends, escalates urgent issues in real time, manages complex guest concerns, and partners cross-functionally to resolve friction and continuously improve the guest experience.

The Customer Service & Guest Relations Manager also oversees team performance and development, operational processes, reporting, online reputation and listings, Catering support, and technology optimization while identifying opportunities to improve efficiency, protect the Pressed brand, drive guest retention, and support overall business growth

Essential Functions

Guest Experience & Team Leadership

• Lead the Guest Service team in delivering a consistently high-quality guest experience across phone, email, chat, online reviews, Retail, Ecomm, Digital, Nationwide Shipping, Wholesale, Catering, and other supported channels.
• Hire, onboard, coach, develop, and hold Guest Service team members accountable to established standards for productivity, response times, ticket accuracy, service quality, queue management, and completion of open work.
• Own complex and escalated guest concerns, including product quality, food safety, legal, PR-sensitive, and other high-severity issues, ensuring appropriate resolution and cross-functional escalation while protecting the Pressed brand.
• Establish guest communication, recovery, and escalation standards that empower the team to solve for the guest while maintaining brand consistency and responsibly managing compensation.
• Ensure the team maintains strong Pressed product expertise, including products, ingredients, cleanses, promotions, and VIP Membership, to confidently educate guests, support conversion, and identify incremental sales opportunities.

Reporting & Cross-Functional partnership

• Serve as the eyes, ears, and voice of the guest, identifying trends and translating guest feedback into actionable insights for the broader organization.
• Prepare and deliver recurring Guest Service reporting supported by ticket data, order information, guest feedback, and specific examples, while escalating urgent or high-risk issues in real time.
• Collaborate closely with WebDev, Quality Assurance, Retail, Wholesale, Catering, Marketing, Ecomm, and other partners to resolve guest friction, address recurring issues, and improve the end-to-end guest experience.
• Ensure product quality concerns and required QA submissions are handled accurately and with urgency, providing Quality Assurance with timely visibility into potential issues.

Operations, Process & Technology

• Develop, implement, and continuously improve Guest Service policies, processes, workflows, and escalation pathways that support business needs, strengthen data integrity, improve efficiency, and protect the Pressed brand.
• Maintain accountability for accurate ticket filing and documentation to ensure reliable reporting of guest information, order details, issue types, resolutions, and compensation.
• Identify, evaluate, and implement technology, software, services, and automation that improve reporting, ticket management, data accuracy, workflow efficiency, and team productivity.
• Oversee Guest Service tools and platforms and identify opportunities to reduce manual work and improve visibility into guest feedback and operational trends.

Catering, Wholesale & Online Reputation

• Support the full operational execution of special Catering orders, coordinating with Catering, Retail, store teams, and delivery partners on inventory, fulfillment, order logistics, driver dispatch, and issue resolution through completion.
• Oversee Wholesale guest inquiries and reviews across retailer platforms, including Costco, Target, and other partners, ensuring appropriate resolution, cross-functional follow-up, and monthly trend reporting.
• Oversee online reputation management across supported platforms and maintain accurate business listings, including Google and Yelp, ensuring store information, holiday hours, special hours, and temporary operational changes remain current.

Qualifications

• 5+ years of guest service, guest experience, or related experience, including direct team leadership and people-management responsibility.
• Demonstrated ability to lead, coach, develop, and hold teams accountable for performance, productivity, quality, and service expectations.
• Strong written and verbal communication skills with the ability to communicate professionally and effectively with guests, team members, senior leaders, and cross-functional partners.
• Excellent judgment and problem-solving skills, with demonstrated ability to manage complex, sensitive, high-visibility, or escalated guest concerns.
• Strong analytical skills with the ability to identify trends within guest feedback and service data and translate findings into clear, actionable business insights.
• Strong operational mindset with the ability to develop processes, establish policies, manage complex workflows, and identify opportunities for continuous improvement.
• Demonstrated ability to manage multiple priorities and operational responsibilities across guest service, reporting, team leadership, cross-functional projects, and business initiatives.
• Strong attention to detail with an understanding of the importance of ticket accuracy, data integrity, documentation, and consistent process execution.
• Proven ability to collaborate cross-functionally with departments such as Retail, Ecomm, Marketing, WebDev, Quality Assurance, Nationwide Shipping, Wholesale, Catering, and other business partners.
• Comfortable leveraging technology, software, automation, and emerging tools to improve team efficiency, reporting, workflow management, and the overall guest experience.
• Experience managing communications across multiple guest channels, including email, phone, chat, e-commerce, retailer/Wholesale platforms, and online review sites.
• Familiarity with CRM/helpdesk, review management, order management, reporting, and quality assurance platforms. Experience with Freshdesk or similar platforms preferred.
• Strong understanding of brand reputation management, including public-facing guest communications, online reviews, business listings, and escalation management.
• Ability to operate independently, exercise sound discretion, prioritize urgent business needs, and drive initiatives through completion.
• Must be able to work 2-3 days per week in our Culver City, CA office.
• Must be legally authorized to work in the United States without restriction.

Pressed Juicery, Inc. participates in the E-Verify program. Please click here to learn more about the E-Verify program.

Apply now to start your wellness journey at Pressed!