Customer Service Manager - Remote

Overview

Willie's Remedy+ is seeking a Customer Service Manager to lead the creation of world-class customer relationships and enhance customer experience strategy, focusing on retention and loyalty.

In Short

• Lead a team of customer service representatives.
• Manage customer experience (CX) platform and metrics.
• Design and implement customer service standards.
• Collaborate with cross-functional teams to improve customer experience.
• Develop and execute retention strategies and loyalty programs.
• Handle high-priority customer inquiries personally.
• Monitor and analyze customer service metrics.
• Manage customer subscription platform.
• Conduct winback campaigns for lost customers.
• Ensure exceptional service delivery to enhance customer loyalty.

Requirements

• Must be 21 years or older.
• 2+ years in Customer Service for a high-volume DTC brand.
• Fluent in at least one CX platform (e.g., Gorgias, Zendesk).
• Experience managing a customer service team.
• Excellent communication and writing skills.
• Strong empathy and customer-first mentality.
• Goal-oriented with analytical skills.
• Bonus: Experience with subscription platforms.
• Desire to work in a fast-paced environment.

Benefits

• Unlimited Paid Time Off.
• Healthcare benefits with significant employer contribution.
• 401k with company match.
• Paid parental leave and baby bonding perks.
• Employee perks on beverages and merchandise.
• And more!