Customer Service Manager – DTC eCommerce

About the role

Oralux is looking for a hands‑on Customer Service Manager to lead and scale its support function for a direct‑to‑consumer health‑tech brand. You will own the end‑to‑end customer experience, shaping processes, coaching agents, and turning support into a revenue lever.

Key responsibilities

• Lead, coach and grow a team of 3‑8 agents, handling hiring, training and performance management.
• Own core CS metrics – 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 direct accountability for churn and refund rates.
• Build and maintain repeatable support systems such as macros, workflows, SOPs, help‑center content and escalation paths.
• Handle escalations and complex cases personally, setting the standard for tough conversations.
• Schedule staffing across email, chat and phone to meet response targets as volume shifts.
• Surface patterns from customer interactions back to product, messaging and business teams.
• Protect the brand voice in every customer interaction.

Required profile

• 3+ years managing a customer service team with direct reports in DTC eCommerce.
• Proven track record of building or scaling a support function from the ground up.
• Experience in a fast‑scaling startup environment with lean tooling.
• Hands‑on experience with modern help‑desk platforms (Richpanel, Gorgias, Zendesk or similar).

Required skills

• Richpanel
• Gorgias
• Zendesk

What we offer

• Opportunity to shape a critical function in a high‑growth health‑tech brand.
• Remote‑first work environment with a globally distributed team.
• Competitive compensation and benefits package.