Customer Service Manager – DTC eCommerce

About the role

Oralux, a direct‑to‑consumer eCommerce brand behind GumRevive, is seeking a Customer Service Manager to lead and expand its support function. You will work closely with customers across email, chat, and phone, ensuring fast, honest, and helpful service while shaping the overall customer experience.

Key responsibilities

• Lead, coach, and grow a team of 3‑8 agents, handling hiring, training, and performance management.
• Own core CS metrics such as first response time, resolution time, CSAT, and quality, reporting on them regularly.
• Manage the CS side of retention, including cancellation flows, save offers, returns, and refund requests, with direct accountability for churn and refund rates.
• Build and maintain support systems—macros, workflows, SOPs, help‑center content, and escalation paths—to make high‑quality support repeatable.
• Handle escalations and complex cases personally, setting the standard for difficult conversations.
• Ensure staffing and coverage across email, chat, and phone to meet response targets as volume shifts.
• Surface insights from customer interactions to inform product, messaging, and process improvements.
• Protect the brand voice in every customer interaction.

Required profile

• 3+ years managing a customer service team with direct reports in DTC eCommerce.
• Proven track record of building or scaling a support function from the ground up.
• Experience in a startup or fast‑scaling environment where processes were created from scratch.
• Hands‑on experience with modern helpdesk platforms.

Required skills

• Richpanel (or similar platforms such as Gorgias or Zendesk).