Senior Customer Service Operations Manager (DTC Wellness / E-commerce) - Remote

Overview

The Senior Customer Service Operations Manager will own and scale customer support operations for a fast-growing e-commerce business, focusing on delivering exceptional customer experiences.

In Short

• Own end-to-end customer support operations to drive high satisfaction and retention.
• Implement efficient processes that reduce manual workload and improve consistency across the team.
• Enable AI-assisted support to automate repetitive tasks and improve resolution speed.
• Collaborate cross-functionally to surface insights that inform product, marketing, and retention strategies.
• Contribute directly to business outcomes through scalable, customer-first operational improvements.
• Manage inbound customer tickets including refunds, subscription changes, cancellations, product inquiries, and order issues.
• Design clear, repeatable customer support workflows using structured if-then logic.
• Configure, train, and optimize AI support agents to autonomously resolve repetitive inquiries.
• Hire, onboard, and train additional human support agents as volume grows.
• Track and report on key metrics such as response time, resolution rate, CSAT, and refund rates.

Requirements

• Experience in customer support operations management.
• Strong understanding of e-commerce environments.
• Ability to design and implement processes and workflows.
• Experience with AI tools and automation in customer service.
• Excellent communication and interpersonal skills.
• Detail-oriented and operationally minded.
• Ability to work in a fast-paced environment.
• Experience in team management and scaling operations.
• Strong analytical skills to track and report on metrics.
• Empathy and a customer-first mindset.

Benefits

• Opportunity to work with top startups in the US and EU.
• Potential for career growth and development.
• Flexible working arrangements.
• Competitive salary and benefits.
• Work with a dynamic and supportive team.