Customer Relations Manager

About Us

We’re Impulse — a team of engineers, designers, and innovators based in San Francisco, dedicated to building high-performance, sustainable products that empower whole-home electrification without compromising lifestyle. As an early-stage, VC-backed company, we’re growing rapidly and looking for passionate individuals to join us in creating delightful, scalable solutions that make it easy to make good decisions for your home and the environment.

About the Role

We’re looking for someone to own customer relations at Impulse Labs. You’ll be based in our San Francisco office and own customer relationships. This will include answering pre-purchase questions, responding to email inquiries, moderating online communities, and conducting demos.

This is not another Big Tech Customer Satisfaction job. You’ll be owning the entire customer relationship process and expected to help develop and improve it. When you’re not interacting with customers, you’ll be reviewing common questions and developing written content or video ideas to help preemptively answer questions. You’ll be expected to help identify customer pain points and be an advocate for addressing them. You’ll also assist in helping develop training materials for a growing internal CS team as well as 3rd party appliance showrooms.

Previous experience in customer service is not required, but a desire to hustle and solve problems is. You’ll be expected to go the extra mile, including occasional trips to solve customer problems in the homes of Bay Area customers.

Nobody has ever returned an Impulse Cooktop because they were dissatisfied with it. Your job is to keep it that way.

What you’ll be doing:

• Interacting with customers and answering their questions across multiple platforms, including social media, email and phones.
• Community management of Meta, and Reddit communities.
• Producing written content such as blog posts and emails addressing customer issues.
• Diligently tracking and reporting on customer contacts and issues.
• Helping develop training materials for salesmen and customer service representatives in appliance showrooms.

This role requires:

• Excellent verbal and written communication skills and an attention to detail
• Comfort talking to a wide range of customers from cooks and caterers to technology executives.
• Ability to lift 80 lbs.

What’s in it for you:

• Meaningful equity in a fast-moving company with top investors
• Generous benefits include health, vision, dental, commuter, and fitness.
• The opportunity to work on an actually cool technology product.

Impulse is an equal-opportunity employer. We celebrate diversity and prohibit discrimination and harassment. We are committed to creating an inclusive environment for all employees where everyone feels safe and welcome.

Our Interview Process

At Impulse, we want to make sure the fit is right for both you and us! Our interview process is designed to help us get to know each other better. Here’s what you can expect:

• Intro call with our People Operations Team.
• Interview with our Manager, Consumer Sales.
• Interview with our Product Manager
• A short conversation with our Founder and CEO.

We’re excited to meet you and help you figure out if Impulse is the right fit for you!

Job Location

San Francisco - in office (potential for 1-2 days a week remote)

Compensation Target

$100,00 - $150,000 depending on experience