Customer Service Manager – DTC E‑commerce

About the role

We are seeking a Customer Service Manager to lead and expand our support function for a direct‑to‑consumer e‑commerce brand that sells a dermatologist‑designed red‑light therapy device for gum health. The role combines hands‑on ticket handling with building the processes, team and systems needed to deliver fast, honest, and helpful support at scale.

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, and report on them regularly.
• Manage the CS side of retention, including cancellation flows, save offers, returns and refunds, with accountability for churn and refund rate.
• Design and maintain support systems – macros, workflows, SOPs, help‑center content and escalation paths.
• Handle escalations and complex cases personally, setting the standard for difficult conversations.
• Plan staffing and coverage across email, chat and phone to meet response targets as volume shifts.
• Surface customer insights to product and marketing teams to improve messaging and reduce friction.

Required profile

• 3+ years of experience managing a customer service team in a DTC e‑commerce environment.
• Proven track record of building or scaling a support function from an early stage.
• Experience working in a fast‑growing startup or similar high‑velocity setting.
• Hands‑on familiarity with modern help‑desk platforms.

Required skills

• Richpanel (or comparable help‑desk tools such as Gorgias, Zendesk).