Customer Service Manager

L-Nutra, Inc. is hiring a Customer Service Manager to lead day-to-day customer service operations across the United States, Canada, and Australia. The role manages and develops a distributed team, maintains consistent service quality, and improves customer experience, retention, and operational efficiency through platform optimization and cross-functional collaboration.

Responsibilities:

• Run day-to-day customer service operations across the US, Canada, and Australia, keeping service quality and efficiency consistent across markets and time zones
• Lead, coach, and develop a distributed team of customer service representatives, building a culture that is positive, collaborative, and accountable
• Own team performance: productivity, quality, and escalations, with regular coaching and direct, constructive feedback
• Make sure every interaction is knowledgeable, compassionate, and efficient — across Prolon, L-Nutra Health, the Longevity Program, and every channel we sell through
• Partner with the Director and cross-functional teams on customer experience initiatives, retention strategies, and department priorities
• Become an expert in Prolon, the 5-Day Fasting Mimicking Diet, and the broader L-Nutra product and program portfolio
• Guide the team on product and nutrition questions, and know when to bring in our clinical and nutrition colleagues
• Keep training materials, SOPs, FAQs, and customer-facing knowledge resources current and useful
• Work with internal teams so customer education and communications stay accurate, consistent, and on-standard
• Track customer service KPIs — response time, resolution rate, productivity, CSAT — and act on what they tell you
• Serve as the team's primary Gladly expert: administer the platform, optimize workflows, and put its AI and automation capabilities to real use, alongside Shopify, Loop, and the rest of our stack
• Partner with the Director and cross-functional teams to improve workflows, automation, reporting, and operational efficiency
• Lead the rollout of new processes, tools, and initiatives, and adapt as the business evolves
• Contribute to department projects and company-wide initiatives with a proactive, solutions-first approach

Requirements:

• Customer service management or team leadership experience, including coaching, performance management, and team development
• Experience in health, wellness, nutrition, or another customer-focused industry where the product matters to people's lives
• Exceptional communication, interpersonal, and problem-solving skills
• Strong organization and sound judgment; you manage competing priorities without needing to be told what to do first
• Emotional intelligence and professionalism — you handle difficult conversations with customers and teammates constructively
• Comfort in a fast-paced, entrepreneurial environment where priorities evolve and everyone contributes
• An instinct for learning new technology, spotting what could work better, and taking the initiative to fix it
• Advanced experience with Gladly — administration, reporting, workflow optimization, automation, and AI-powered capabilities
• Experience implementing or optimizing AI tools in a customer service environment
• Experience with Shopify, Loop Subscriptions, and related e-commerce and customer service platforms
• A strong grasp of retention, subscription management, and the sales opportunity inside customer service — loyalty and lifetime value, not just ticket closure
• Experience managing remote, international, or outsourced customer service teams
• Nutrition literacy: a background in nutrition education or client-facing nutrition work, or a related credential, that lets you coach the team on product questions with confidence
• Knowledge of Prolon, fasting, metabolic health, or longevity science