# Alicia Liew > Customer + Community Care šŸ³ļøā€šŸŒˆ Location: United States, United States Profile: https://flows.cv/alicialiew šŸ‘‹šŸ¼ Iā€™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 touchpointā€”whether itā€™s a support conversation or a team celebrationā€”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. Iā€™m passionate about strengthening communities (in and out of ZBiotics) by making every interaction meaningful. ## Work Experience ### Customer and Community Care Manager @ ZBiotics Jan 2023 ā€“ Present | San Francisco, California, United States -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. ### Substitute Teacher @ Swing Education Jan 2021 ā€“ Jan 2024 | Daly City, California, United States -Maintained Star Sub teaching status in over 12 schools in the SF Peninsula and South Bay -Adapted to various work conditions and highly trained to instruct 30+ students in blended-learning environments -Worked cross-functionally with internal stakeholders to collaborate and deliver curriculum ### UX Designer @ Baba Bags Jan 2022 ā€“ Jan 2023 Check us out: https://www.baba-bags.com/ - Designed and launched a renewed website to optimize customer shopping experience and business outcomes -Revitalized company brand identity by developing visual and information hierarchy, brand presence, and voice -Performed effective market research and implemented new features that attract customers who are looking to make a sustainable, global impact ### Customer Experience @ ZBiotics Jan 2022 ā€“ Jan 2023 | San Francisco, California, United States -Proactively increased customer satisfaction and loyalty, ensuring interactions meet customer needs, and managing the customer life cycle -Responded to all inbound customer service including social media, achieving ZBiotics response time metrics and processing support tickets -Supported on-site fulfillment at HQ, track HQ product, supply, and promotional inventory -Analyzed fraud cases and processes chargeback requests via Shopify and Paypal ### Benefits Analyst @ County of San Mateo Jan 2021 ā€“ Jan 2021 -Learned Medi-Cal policy benefits to assist ~130,000 county residents to gain access to health benefits - Acquired skills with various safety-net software tools, multitasked between 5+ task management platforms ### Site Director @ Education Unlimited Jan 2019 ā€“ Jan 2021 | Millbrae, California -Trained 20+ employees and directed ~200+ students over 3 summers, contributed to the growth of camp, and maximized business profits by executing an effective summer program with returning campers -Optimized operational workflow with a cross-functional team, managed day-to-day escalations, and troubleshoot problems -Managed work independently and collaboratively, handling multiple projects with strong attention to detail and deadlines ### Teaching Assistant @ Trinity School Jan 2018 ā€“ Jan 2021 | Menlo Park, California -Collaborated with stakeholders, actively discussed and developed strategies for differentiated learning -Demonstrated effective communication skills, analyzed user needs, and optimized best learning outcomes daily -Designed engaging and accessible learning experiences for 18+ students in-person and virtually ### Homework/Enrichment Teacher @ All Star Academics Jan 2019 ā€“ Jan 2021 | Colma, California - Created a safe space for ~10 students of low income families to foster positive study and homework habits ## Education ### Bachelor of Arts - BA in Sociology, Sexuality Studies San Francisco State University ### UX/UI Design Thinkful ### Associateā€™s Degree - AA in General Science, Sociology, Social Science, Science and Qualitative Analysis, Liberal Studies Solano Community College ## Contact & Social - LinkedIn: https://linkedin.com/in/alicia-liew - Portfolio: https://alicialiew.com --- Source: https://flows.cv/alicialiew JSON Resume: https://flows.cv/alicialiew/resume.json Last updated: 2026-04-13