Customer Success Lead

Alvara is a platform company reinventing how global trade, trust, and consumer intelligence come together. We’re building data infrastructure that connects source to shelf, enabling radically transparent supply chains, participatory commerce, and real-time behavioral insights across physical and digital environments.

Our first vertica, consumer wellnes, proves what this platform can do: track ethically sourced commodities from farm to shelf, verify integrity through smart packaging, and learn directly from customer interaction. But that’s just the beginning. Alvara is architected to scale into any industry where trust, data,

and human behavior intersect.

With a blockchain-backed sourcing engine, an AI-native operating system (AlvaraAI), and a flagship retail lab launching in Miami, we’re not just launching a product, we’re building the next generation of intelligent, ethical infrastructure. We’re backed by leading partners and assembling a founding team that blends systems thinking, cultural fluency, and operational rigor.

If you're ready to build the future of commerce and redefine what companies owe their communities: this is your moment.

The Role

Alvara is hiring a Customer Success Lead to design and scale our customer engagement, support, and loyalty functions from the ground up. This is a founding role responsible for crafting the systems,

touchpoints, and cultural tone that define how customers experience Alvara across all channels—retail, DTC, B2B, and future verticals.

You will be the primary architect of our customer care model, ensuring every touchpoint is intentional, intelligent, and aligned with our core values of transparency, design, and empathy. This role bridges digital

and physical experience, ensuring high-quality customer communication, post-purchase care, education, and sentiment analysis. You will also work closely with Product, Retail, and Data teams to translate customer feedback into actionable insights and platform improvements.

Key Deliverables in the First 12–18 Months

• Design and implement Alvara’s end-to-end customer success strategy, including communication protocols, response standards, and escalation pathways

• Build a tiered customer care system to support DTC, in-store, and future B2B engagement

• Launch Alvara’s customer communication platform, including tooling, training, and reporting

• Define Alvara’s tone of voice for all support and service channels

• Create internal systems to track customer satisfaction, NPS, retention, and sentiment analysis

• Build closed-loop feedback systems that convert qualitative insights into product and packaging improvements

• Support Retail Lab launch by crafting in-store service protocols and customer education moments

• Partner with AlvaraAI team to co-develop internal agent workflows for support automation and behavioral tagging

• Prepare Alvara’s support function to scale globally across markets and verticals

Who You Are

You are a customer experience architect with equal parts operational excellence and emotional intelligence. You understand that customer success is not just a function—but a culture. You’ve built service

systems from scratch, launched omni-channel engagement strategies, and turned support operations into strategic diXerentiators. You’re empathetic, responsive, and operationally rigorous. And you’re ready to build a customer experience that feels as intelligent and intentional as the platform behind it.

Minimum Qualifications

• 7–10+ years in customer success, CX strategy, or service operations roles

• Experience building omni-channel support programs for high-touch brands or platform companies

• Proven success launching or scaling customer engagement systems across DTC, retail, or hybrid commerce businesses

• Strong operational and CRM system implementation skills (Zendesk, Gorgias, HubSpot, etc.)

• Exceptional communication skills and experience defining brand tone in support contexts

• Fluency with data tools for measuring NPS, CSAT, LTV, and customer sentiment

• Experience building support playbooks and response frameworks

• Ability to collaborate across Product, Ops, and Data to drive productized improvements

Preferred Experience

• Experience launching support functions for physical + digital hybrid businesses

• Background in regulated or ethically sensitive sectors (health, wellness, finance, etc.)

• Familiarity with AI-enabled support platforms or chatbot implementation

• Exposure to global customer bases and multilingual service experience

• Experience scaling customer success teams in Series A–C startups

Compensation

Salary Range: $90,000 – $110,000 base

Equity: Early team grant

Benefits: 32 Hour Work Week (Mon–Thu), Full medical, dental, vision, PTO, and deep input into company experience design

Location: Remote (Miami Preferred)

Reports to: Head of Sales and Strategic Partnerships

Status: Role commences September 2025

Why This Role Matters

Alvara is building intelligent infrastructure - but how people feel when they interact with us will define

what we become. As Customer Success Lead, you’ll ensure that our promise of transparency, trust, and

care shows up where it matters most, on the other end of the conversation. You’ll make every touchpoint

count and shape a service culture that grows with integrity and intelligen