Customer Service Manager (Ecommerce)

Location: Remote from Brazil, Argentina, Colombia, Mexico, Costa Rica, or Uruguay; required collaboration overlap from 8:00 AM to 12:00 PM EST

Company

Direct-to-consumer ecommerce business developing and selling a red light therapy device for gum health as part of a remote-first health and wellness group.

What you will do

• Lead, coach, hire, and develop a customer support team of 3–8 agents.
• Own first response time, resolution time, CSAT, quality, refund rate, and churn-related outcomes.
• Manage retention workflows covering cancellations, save offers, returns, and refunds.
• Build macros, workflows, SOPs, help center content, and escalation paths.
• Manage email, chat, and phone coverage while handling complex escalations.
• Identify customer patterns and improve product messaging, support operations, and brand voice.

Requirements

• 3+ years of experience managing customer service teams with direct reports in DTC ecommerce.
• Experience building or scaling a support function, including hiring, training, and process development.
• Startup or fast-scaling company experience with lean tooling and limited existing processes.
• Hands-on experience with Richpanel, Gorgias, Zendesk, or a similar helpdesk platform.
• Experience managing retention, churn, cancellations, returns, and refund rates as measured outcomes.
• Excellent written and verbal English and availability for the required EST collaboration window.

Nice to have

• Experience with subscription or recurring-revenue business models.
• Health, wellness, or regulated-product experience.
• Familiarity with Shopify.
• Experience introducing AI or automation into support workflows.

Culture & Benefits

• Fully remote, async-first environment with a team distributed across more than 15 countries.
• Direct access to leadership and autonomy to shape the support function.
• Paid time off, parental leave, bereavement leave, and marriage leave.
• Monthly wellness allowance, equipment support, and an annual birthday benefit.
• Company-funded leadership offsites and in-country team meetups.