Customer Service Manager

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