Customer Service Manager – DTC Supplement Brand US

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: TYPE OF WORK

Full Time

: SALARY

1500-2000 dollars

: HOURS PER WEEK

40

: DATE UPDATED

Sep 17, 2026

JOB OVERVIEW

About us

We're a fast-growing direct-to-consumer health and supplements company selling into the US market on a subscription model. Our brands are built around clean formulations, strong educational content, and long-term customer relationships. We're profitable, we're scaling, and we're building a team of A-players who take real ownership of their function.

This role is a big one. Customer experience is one of the biggest levers we have as we grow, and the person we hire will shape how thousands of customers experience our brands every day.

The role

You will run the day-to-day of our customer service operation. That means managing our support agents, keeping response times and quality where they should be, and taking real ownership of retention, churn, and disputes. You are not just a ticket queue manager. You are the person who understands why customers cancel, why disputes happen, what refund patterns are telling us, and how to build systems that keep subscribers happy and paying.

What you'll own

- Manage a team of support agents across email, chat, and social DMs. Set schedules, review performance, and coach on tone and problem-solving.

- Monitor daily support KPIs: first response time, resolution time, CSAT, ticket backlog, save rate on cancellations, and refund rate.

- Own the dispute rate. Keep it well below processor thresholds, analyze root causes (unclear billing, delivery issues, subscription confusion, buyer's remorse), and build proactive systems to bring it down.

- Run regular ticket QA. Audit conversations, flag issues, and turn recurring problems into training material or macro updates.

- Own the subscription platform (Recharge, Loop, Seal, or similar). Manage cancellation flows, pause options, swap flows, dunning, and failed payment recovery.

- Track and reduce churn. Analyze cancellation reasons, propose retention offers, build win-back sequences with the marketing team, and measure the impact.

- Handle escalations personally. Difficult customers, negative reviews, BBB complaints, and anything that could turn into a bigger issue.

- Manage chargebacks end to end. Work with Shopify Payments to submit strong evidence, track win rates, and reduce dispute volume at the source.

- Coordinate with the 3PL and fulfillment partners on shipping delays, lost packages, and damaged orders. Make sure customer-facing communication is clear and fast.

- Maintain and expand the internal knowledge base and SOPs so agents can handle 90% of tickets without escalation.
Report weekly to leadership with numbers, insights, and recommendations.

What we're looking for

1+ years managing a customer service team, ideally in DTC ecommerce.

Direct experience with a subscription business model. You know terms like churn rate, LTV, MRR, involuntary churn, and save rate without needing to Google them.

Experience actively managing and lowering dispute and chargeback rates.

Hands-on experience with a helpdesk tool (Gorgias, Zendesk, Reamaze, Freshdesk, or similar) and a subscription platform (Recharge, Loop, Seal, Bold, etc.).

Strong written English. Native or near-native level.

Comfortable reading data. You can pull a report, spot the trend, and act on it.

Calm under pressure. Angry customers, agent mistakes, and platform outages don't rattle you.

Systems thinker. When you see the same problem three times, your instinct is to build a process, not answer the ticket a fourth time.

Nice to have

Experience in supplements, health, wellness, or beauty verticals.

Disputifier experience.

Loop experience.

Basic Shopify knowledge (order management, refunds, tags).

Why you'll love working with us

Real ownership. You'll run a critical function, not sit inside a bureaucracy. Your decisions will directly move numbers you can see.

A team that ships. We move fast, we test everything, and we don't drown in meetings. If you have a good idea on Monday, it can be live by Wednesday.

Growth without the ceiling. We're scaling into new brands and markets, and this role grows with the business. Build the CS team under you as we expand.

Fully remote and flexible. Work from wherever you're most productive.

Competitive salary based on experience, with room to grow as you deliver.

A profitable, healthy business. No VC pressure, no runway anxiety, just a company that's built to last.

How to apply

Send your CV and a short note covering:

A business you managed CS for, and what the churn and dispute rates looked like when you started vs. when you left.
One specific retention, churn, or dispute-reduction initiative you ran, with numbers.
Your notice period and earliest start date.

Please start your application with the word "Customer" at the top of your message. This helps us know you've read the full post. Applications without it will not be reviewed.

We read every application personally and reply within 2 days.

SKILL REQUIREMENT

Customer Support Ecommerce Operation Management

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Customer Service Manager – DTC Supplement Brand US

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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