Fuel Meals is a DTC food subscription brand experiencing strong growth and seeking a Customer Service Manager. The role involves taking ownership of an offshore customer service team and transforming the customer service function into a proactive experience while optimizing various metrics and processes.
Responsibilities:
- Own the offshore CS team day to day — quality, responsiveness, tone, and output
- Build and run the cancel save programme, including scripts, offers, and escalation paths
- Optimise CS metrics: first response time, resolution rate, save rate, CSAT
- Audit all macros and AI experiences, making updates where necessary
- Create the SOPs and training materials the offshore team follows
- Work with the Retention Manager on save sequences
- Identify patterns in cancellation reasons and feed insights back to Product and CRO
- Manage tooling for the CS function (helpdesk, escalation workflows)
Requirements:
- 3–5 years in customer service leadership, ideally at a subscription or DTC brand
- Experience managing offshore or distributed teams
- Proven track record building cancel-save programmes or retention-focused CS operations
- Data literate — you track the metrics that matter and know how to improve them
- Strong communicator who can write SOPs and coach others to follow them