Customer Service Manager

Mile High Compounds is a Colorado-based supplier of premium research-use compounds serving laboratories, academic institutions, and professional researchers. The Customer Service Manager will oversee day-to-day customer service operations, handle customer inquiries and escalations, coordinate fulfillment issue resolution, develop service processes, track support metrics, and manage chargebacks.

Responsibilities:

• Handle customer service inquiries via email, chat, and phone
• Process refunds, returns, and exchanges professionally and efficiently
• Coordinate with warehouse and fulfillment teams to resolve shipping, inventory, and order issues
• Manage escalated and difficult customer situations with strong emotional intelligence, compliance and professionalism
• Develop response templates, processes, and service standards
• Track support metrics and improve response time, resolution quality, and customer experience
• Proactively manage and dispute chargebacks, including contacting customers when needed to resolve issues

Requirements:

• • 3+ years of experience in a customer service leadership role, ideally within e-commerce or direct-to-consumer operations
• • Experience coordinating with shipping carriers and fulfillment vendors to troubleshoot delivery issues
• • Demonstrated ability to build, document, and scale processes
• • Prior people-management experience, or readiness to build and lead a customer service team as the company scales
• • High emotional intelligence — calm under pressure and skilled at de-escalation
• • Excellent written communication skills — clear, professional, and compliant
• • Comfortable being hands-on with refunds, returns, and warehouse coordination
• • Strong preference for candidates with experience in high-risk or regulated industries (research chemicals/peptides, nutraceuticals, telemed, CBD, pharmaceuticals, high-risk e-commerce, or payment processing)