Customer Service Manager
Imagine running a customer support operation where AI already handles half the emails, and you're the one figuring out how much further it can go. With 500 customer conversations a day, a growing team and plenty of room to improve, you'll have the opportunity to make a real impact on how the business supports its customers. You'll own the entire support function, from leading your team to getting hands-on with AI, digging into conversations and figuring out how to make things work better as the business grows. If you love getting your hands dirty with AI, finding ways to improve how things run and taking full ownership of the results, keep reading. This is a fully remote, full-time role, working 9 AM to 5 PM Pacific Time. WHAT’S IN IT FOR YOU You'll be running the show. Reporting directly to the CEO, you'll have a real say in how the entire support department operates, from team performance to AI automation. AI that's already doing the work. The agent currently handles around 50% of customer emails. You'll get to experiment, improve its accuracy and see how far you can push automation. No need to reinvent the wheel. Policies, SOPs and a change log are already in place, so you can focus on making things better rather than building everything from scratch. Plenty of room to grow. Support volume increased 38% last month, with more agents, phone support and further automation planned for 2027. Results you can actually measure. Better CSAT, faster response times, fewer AI errors and a stronger team. You'll be able to see the impact of your work. WHAT YOU’RE GETTING INTO Own the AI agent: Audit its tickets daily, fix and test its instructions, publish improvements and keep it accurate as policies change. Lead a team of 4 remote agents: Run regular QA reviews, coach your team and make sure customers receive consistently great support. Get response times down: Reduce first-response times from nearly 4 business hours to under 1, without sacrificing quality. Handle the tricky cases: Take ownership of chargebacks, PayPal and Stripe disputes, health-related complaints and policy exceptions. Navigate sensitive customer situations: Handle subscription cancellations and refund requests, balancing a great customer experience with company policies and commercial realities. Build the team as the business grows: Hire, onboard and train new agents, improve workflows and plan the introduction of phone support. Turn customer feedback into improvements: Report recurring issues and top contact reasons to the CEO every week, helping product and operations teams understand what needs fixing. WHO YOU ARE You've worked hands-on with AI customer support agents, writing, testing and refining instructions in Richpanel, Gorgias, Zendesk AI, Intercom Fin or similar. We're looking for someone who's actually improved AI performance, not just used AI tools to respond to customers. You've worked in DTC subscription ecommerce support and know cancellations, refunds and chargebacks inside out. You have 3+ years in ecommerce customer support, including at least 1 year as a team lead or manager. You've managed a remote team of 3+ agents, including hiring, onboarding and training. You know Shopify and at least one subscription platform (CheckoutChamp, Recharge, Skio or similar). You're comfortable with numbers: you track KPIs, spot trends and know how to turn data into improvements. Your written English is excellent. You're proactive, comfortable working independently and take ownership of problems rather than waiting for someone else to fix them. Bonus if you’ve: Supported health, wellness or medical-adjacent products Worked with a customer base aged 55+ Launched or managed phone support