Alicia Liew
Customer and Community Care Manager @ZBiotics
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WORK HISTORY
Customer and Community Care Manager @ZBiotics
San Francisco, CA, US
Responds to inbound customer service tickets during scheduled time blocks, achieving ZBiotics response time metrics and processing support tickets-Tracks in-progress orders, audits delays, processes returns, and manage shipping failures before they impact customer experience-Supports on-site fulfillment at HQ when needed; tracks HQ product + supply + promotional inventory-Updates, adjusts, and refines customer response macros / scripts as needed-Maintains SOPs for customer support processes, supporting growth and onboarding of additional Customer Care team members-Manages the ZBiotics Swag program which encompasses end-to-end execution of swag initiatives, including swag bags, employee appreciation gifts, and one-off partner packages-Manages any special requests related to swag and manage surprise and delight gifting initiatives (e.g, onboarding packages, retail anniversary gifts)-Sources, coordinates, and packages branded and custom items for internal and external stakeholders-Works alongside the Director of People Operations to support employee engagement and experience by sourcing employee gifts, supporting in-person events and celebrations, and curating thoughtful moments of recognition throughout the employee lifecycle-Manages special and/or large event orders process for the Customer Care team -Manages CSAT for Customer Care interactions, regularly sharing actionable customer feedback with the team to support ongoing improvements in customer satisfaction-Collaborates with cross-functional teams to resolve issues and ensure seamless communication and alignment on improving customer and employee experience.
EDUCATION
Thinkful
UX/UI Design
San Francisco State University
Bachelor of Arts - BA, Sociology, Sexuality Studies
Solano Community College
Associate’s Degree - AA, General Science, Sociology, Social Science, Science and Qualitative Analysis, Liberal Studies
ABOUT ALICIA LIEW
I’m Alicia, a Customer and Community Care Manager at ZBiotics! I support both our external community and our internal team by creating thoughtful, human-centered experiences. I ensure every touchpoint—whether it’s a support conversation or a team celebration—reflects empathy, care, and connection. My work blends strategic customer care with people-focused culture building. I manage end-to-end customer support, lead brand-aligned gifting and engagement initiatives, and collaborate with our People Ops team to foster belonging and recognition across the employee experience. I’m passionate about strengthening communities (in and out of ZBiotics) by making every interaction meaningful.
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