Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage daily customer service operations across the US, Canada, and Australia, ensuring consistent quality and efficiency across different markets and time zones.

• Lead, mentor, and develop a remote team of customer service representatives.

• Take responsibility for team performance, including productivity, quality, and escalations, providing regular coaching and direct feedback.

• Ensure that customer interactions are knowledgeable, empathetic, and efficient across Prolon, L-Nutra Health, the Longevity Program, and all sales channels.

• Collaborate with the Director and cross-functional teams on customer experience initiatives, retention strategies, and departmental priorities.

• Become proficient in Prolon, the 5-Day Fasting Mimicking Diet, and the wider L-Nutra product and program offerings.

• Guide the team on product and nutrition inquiries, engaging clinical and nutrition colleagues as needed.

• Maintain training materials, SOPs, FAQs, and customer-facing knowledge resources.

• Monitor customer service KPIs, such as response time, resolution rate, productivity, and CSAT, and act based on the findings.

• Act as the primary expert on Gladly by managing the platform, optimizing workflows, and implementing AI and automation alongside Shopify and Loop.

• Enhance workflows, automation, reporting, and operational efficiency in collaboration with cross-functional teams.

• Lead the implementation of new processes, tools, and initiatives.

• Contribute to departmental projects and initiatives across the company.

⛳️ Requirements

• Experience in customer service management or team leadership, including coaching, performance management, and team development.

• Background in health, wellness, nutrition, or another customer-centric industry where the product significantly impacts people's lives.

• Outstanding communication, interpersonal, and problem-solving abilities.

• Strong organizational skills and sound judgment; capable of managing competing priorities independently.

• High emotional intelligence and professionalism — able to handle challenging conversations with customers and team members constructively.

• Comfort in a dynamic, entrepreneurial environment where priorities shift and everyone plays a role.

• A natural inclination for learning new technologies, identifying improvements, and taking initiative to implement solutions.

• Advanced expertise with Gladly — including administration, reporting, workflow optimization, automation, and AI-driven capabilities.

• Experience in implementing or optimizing AI tools within a customer service context.

• Familiarity with Shopify, Loop Subscriptions, and associated e-commerce and customer service platforms.

• A solid understanding of retention, subscription management, and the sales potential within customer service — focusing on loyalty and lifetime value, not just ticket closure.

• Previous experience managing remote, international, or outsourced customer service teams.

• Nutrition literacy: a background in nutrition education or client-facing nutrition roles, or a related credential, enabling you to confidently coach the team on product inquiries.

• Knowledge of Prolon, fasting, metabolic health, or longevity science.

🏝️ Benefits

• Purpose-driven work that has a tangible impact on human health.

• Flexible paid time off (PTO).

• A fully remote position with a team that values flexibility and collaboration.

• Competitive salary along with healthcare benefits.

• 401(k) matching up to 4%.

• Opportunities for personal and professional growth as the company expands.

• Bonus potential.

• Equity options.