Customer Service Manager – DTC Ecommerce

About the role

We are seeking a Customer Service Manager to lead and expand our support function for a direct‑to‑consumer health‑tech brand. You will inherit a small team and build the processes, people and systems needed to deliver fast, honest, and helpful support across email, chat and phone.

Key responsibilities

• Lead, coach and grow a team of 3‑8 agents, handling hiring, training and performance management.
• Own core CS metrics (first response time, resolution time, CSAT, quality) and report on them regularly.
• Manage the CS side of retention, including cancellation flows, save offers, returns and refunds, with accountability for churn and refund rate.
• Design and maintain support systems such as macros, workflows, SOPs, help‑center content and escalation paths.
• Handle escalations and complex cases personally, setting the standard for tough conversations.
• Plan staffing and coverage across channels to meet response targets as volume shifts.
• Surface customer insights to the business to improve product, messaging and reduce friction.
• Protect the brand voice in every interaction.

Required profile

• 3+ years managing a customer service team with direct reports in a DTC ecommerce environment.
• Proven experience building or scaling a support function from an early stage.
• Background in a startup or fast‑scaling company where processes were created from scratch.
• Hands‑on experience with modern help‑desk platforms (Richpanel, Gorgias, Zendesk, etc.).

Required skills

• Richpanel (or similar help‑desk platform)
• Gorgias
• Zendesk