Senior Customer Service Operations Manager – DTC Wellness, E-commerce

Role Overview

• Own end-to-end customer support operations to drive high satisfaction and retention.
• Implement efficient processes that reduce manual workload and improve consistency across the team.
• Enable AI-assisted support to automate repetitive tasks and improve resolution speed.
• Collaborate cross-functionally to surface insights that inform product, marketing, and retention strategies.
• Contribute directly to business outcomes through scalable, customer-first operational improvements.
• Personally manage inbound customer tickets including refunds, subscription changes, cancellations, product inquiries, and order issues.
• Deliver fast, empathetic, and brand-aligned written support across all customer touchpoints.
• Ensure high-quality resolutions while balancing response speed and customer satisfaction.
• Design clear, repeatable customer support workflows using structured if-then logic.
• Build and maintain rules, macros, and automations within the helpdesk platform.
• Continuously refine processes to reduce manual workload and improve consistency.
• Configure, train, and optimize AI support agents to autonomously resolve repetitive inquiries.
• Identify ticket categories suitable for automation and measure AI resolution effectiveness.
• Iterate on AI workflows based on real-world performance and customer feedback.
• Hire, onboard, and train additional human support agents as volume grows.
• Create clear playbooks and SOPs that mirror AI workflows for consistent execution.
• Coach agents on tone, accuracy, and customer-first decision making.
• Track and report on key metrics such as response time, resolution rate, CSAT, and refund rates.
• Partner with cross-functional teams to surface customer insights.
• Use support data to inform product improvements and retention initiatives.

Requirements

• 2–5+ years of dedicated customer service or support operations experience with direct, hands-on ticket handling.
• Strong experience supporting e-commerce or DTC businesses (subscriptions or recurring revenue strongly preferred).
• Excellent process and systems thinking with the ability to break complex issues into simple workflows.
• Clear, empathetic written communication and a customer-obsessed mindset.
• Comfort operating in an early-stage, fast-moving startup environment.
• Experience scaling customer support from founder-led to team-based operations (Nice-to-Have).
• Background in wellness, supplements, or consumer health products (Nice-to-Have).
• Exposure to AI-assisted or automation-first support environments (Nice-to-Have).
• Customer support helpdesk platforms (AI-enabled or automation-friendly)
• E-commerce platforms and order management systems
• Internal documentation and SOP tools (Nice-to-Have)
• AI-first helpdesk tools such as Gorgias, Zendesk, or Intercom (Nice-to-Have)
• Analytics and reporting dashboards for support metrics (Nice-to-Have)

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide