Customer Service Manager — Ecommerce Supplements Brand

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: TYPE OF WORK

Full Time

: WAGE / SALARY

$5/hour / $10/hour

: HOURS PER WEEK

40

: DATE UPDATED

May 7, 2026

JOB OVERVIEW

About the role

We're a growing direct-to-consumer supplements brand selling in the US market — Our customers are passionate and loyal, and we need someone equally passionate to lead the team that takes care of them. You'll own the entire customer experience: managing a CS team, setting quality standards, handling escalations, and working cross-functionally with our ops and marketing teams to resolve issues fast.

What you'll do

Lead and coach a team of 4–7 customer support agents across email
Own KPIs: response time, CSAT, refund rate, and resolution rate
Handle escalated customer issues — returns, subscriptions, damaged orders, and complaints
Write and maintain SOPs, macros, and response templates in Zendesk
Coordinate with fulfillment and 3PL partners to resolve shipping issues
Monitor and respond to reviews on Amazon, Google, and Trustpilot
Flag product quality trends and customer feedback to the product team
Help build and refine automations using helpdesk tools and AI
Requirements

3+ years in customer service, with at least 1 year in a management or team lead role
Direct experience in the ecommerce supplement or health/wellness industry (this is non-negotiable — you must understand product ingredients, subscription models, and supplement buyer behavior)
Familiarity with US consumer expectations and refund/return norms
Proficiency with Gorgias, Zendesk, or similar helpdesk software
Strong written English — professional, warm, and on-brand
Comfortable working US business hours (EST or PST)
Experience with Shopify order management
Proactive, solutions-oriented mindset — you fix things before they become fires
Bonus points if you've used Claude AI — we use Claude to draft macros, summarize tickets, generate FAQ content, and streamline our support workflows. If you've worked with Claude (or AI tools in general) to enhance customer service operations, that's a big plus and we'd love to hear about it in your application.

SKILL REQUIREMENT

Customer Support Management Ecommerce Customer Service

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Job Post	Reporter	Rank	Reason	Date

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Customer Service Manager — Ecommerce Supplements Brand

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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