Customer Service Manager – DTC eCommerce

About the role

Oralux, a direct‑to‑consumer eCommerce brand behind the GumRevive red‑light therapy device, is seeking a Customer Service Manager to lead and expand its support function. You will oversee a small team, shape processes, and ensure fast, honest, and helpful service across email, chat, and phone.

Key responsibilities

• Lead, coach, and grow a team of 3‑8 agents, handling hiring, training, and performance management.
• Own core CS metrics such as first response time, resolution time, CSAT, and quality, reporting them regularly.
• Manage the CS side of retention, including cancellation flows, save offers, returns, and refunds, with direct accountability for churn and refund rates.
• Build and maintain support systems: macros, workflows, SOPs, help‑center content, and escalation paths.
• Handle escalations and complex cases personally, setting the standard for tough conversations.
• Adjust staffing and coverage to meet response targets as volume shifts.
• Surface customer insights to inform product, messaging, and process improvements.

Required profile

• 3+ years managing a customer service team in a DTC eCommerce environment.
• Proven experience building or scaling a support function from an early stage.
• Background in fast‑growing startups where processes were created from scratch.

Required skills

• Hands‑on experience with modern help‑desk platforms such as Richpanel, Gorgias, Zendesk, or similar.