Customer Service Manager (Subscription E-commerce)

TL;DR

Customer Service Manager (Subscription E-commerce): Build scalable SOPs, high-precision QA systems, and performance management frameworks across a rapidly growing support team of ~40 agents with an accent on DTC (Shopify), Amazon, and TikTok Shop channels. Focus on driving key metrics including CSAT 4.0+, first response under 8 hours, agent output 80+ tickets/day, and minimizing refunds, chargebacks, and churn.

Location: Remote (EST hours, 9AM–5PM)

Compensation: $3,000 to $5,000 per month (flexible for exceptional candidates)

Company

High-growth health and wellness supplement brand operating across Amazon, DTC (Shopify), and TikTok Shop, scaled from 0 to 60+ team members in under 18 months.

What you will do

• Own and lead the CS function, managing ~40 global agents and 5 team leads with focus on DTC while upholding standards across all channels
• Recruit, hire, and develop high-performing agents, promoting talent into leadership roles
• Build and maintain SOPs, QA processes, KPI dashboards using Richpanel, Shopify, Recharge, Checkout Champ, and Stripe
• Drive performance to exceed targets: Trustpilot 4.5+, CSAT 4.0+, FRT <8 hours, oldest ticket <1 day, 80+ tickets/agent/day, low refunds/chargebacks/churn
• Monitor performance proactively, solve issues before escalation, and provide daily/weekly reports with recommendations to founders
• Oversee subscription support to save cancellations, reduce refunds/chargebacks, and boost LTV

Requirements

• 3 to 5+ years managing CS teams of 30-100 agents and 3-10 team leads, ideally in high-volume DTC e-commerce or subscriptions
• Direct experience with Richpanel, Shopify, Recharge or Checkout Champ, and Stripe
• Systems thinker who builds processes and enforces standards precisely
• Extreme ownership of KPIs and team results, no micromanagement needed
• Direct, proactive communication without politics
• High-performance mindset with bias to action and results obsession

Culture & Benefits

• Direct access to founders
• Full operational autonomy in your department
• Performance-based recognition and advancement
• No corporate red tape, focus on results and rewards
• Opportunity to build and own the future of customer experience