Customer Service Manager (DTC Ecommerce)
New
O
OraluxDTC Ecommerce
Brazil. Argentina. Colombia. Mexico. Costa Rica. Uruguay, 8:00 AM to 12:00 PM ESTFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Data AnalysisPeople ManagementZendesk
Requirements
- 3+ years managing a customer service team with direct reports in DTC ecommerce.
- Proven track record of building or scaling support functions from an early stage.
- Experience working in a startup or fast-scaling company with lean tooling.
- Hands-on experience with modern helpdesk platforms like Richpanel, Gorgias, or Zendesk.
- Demonstrated expertise managing retention, churn, cancellations, returns, and refund rates.
- Comfort managing multichannel operations across email, chat, and phone.
- Strong people-management instincts with experience coaching and providing clear feedback.
- Data-driven mindset with the ability to set and track performance targets.
- Excellent written and verbal English skills.
- Ability to work independently in a remote, async-first environment.
- Availability during a live collaboration window of 8:00 AM to 12:00 PM EST.
Responsibilities
- Lead, coach, and grow a team of 3 to 8 agents, hiring as the business scales.
- Own core CS metrics including response time, resolution time, CSAT, and quality.
- Manage retention strategies such as cancellation flows, save offers, returns, and refund requests.
- Build and maintain repeatable support systems including macros, SOPs, and help center content.
- Handle complex escalations personally while setting brand voice standards.
- Optimize staffing and coverage across email, chat, and phone channels.
- Analyze customer feedback to provide actionable insights for product and marketing improvements.
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