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The role
The company is hiring a Customer Service Manager for Oralux, a DTC ecommerce brand that sells a red light gum-health device and is part of HarZa Group. You will lead a small support team across email, chat and phone and own retention-related support metrics.
What you will do
- Lead, coach and grow a team of 3 to 8 support agents, hiring as volume grows
- Own first response time, resolution time, CSAT and quality, and report on them
- Own cancellation flows, save offers, returns and refunds, including refund rate and churn impact
- Build macros, workflows, SOPs, help center content and escalation paths
- Handle escalations and complex cases personally
- Plan staffing and coverage across email, chat and phone
What they ask for
- 3+ years managing a customer service team with direct reports in DTC ecommerce
- Track record of building or scaling a support function, including hiring and training
- Startup or fast-scaling company experience
- Helpdesk platform experience (they use Richpanel; Gorgias or Zendesk transfers)
- Experience measured on retention, churn, cancellations and refund rates
- Multichannel support management across email, chat and phone
- Excellent written and spoken English
- Overlap with the 8:00 AM to 12:00 PM EST collaboration window
What they offer
- Fully remote, async-first team in 15+ countries
- Paid time off, parental, bereavement and marriage leave
- Monthly wellness allowance
- Equipment support and annual birthday benefit
- Company-funded offsites and local meetups
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