Job Description
This is an in-house position. Please do not apply if you are looking for remote or hybrid work. Thank you.
About Inno Supps
At Inno Supps, we're on a mission to help people unlock their full potential with cutting-edge, high-quality supplements. Our customers fuel everything we do, and we believe their experience should be just as powerful as our products. That's why we're searching for a Customer Service Manager who's ready to inspire, lead, and redefine what "world-class support" looks like.
Position Summary
We're looking for a dynamic leader who can coach a remote team, streamline operations, and deliver unforgettable customer experiences. If you thrive in fast-paced environments, know how to build high-performing teams, and are passionate about health and wellness, this role is for you.
Key Responsibilities
- Lead with Impact: Supervise and mentor a remote team of reps-providing feedback, training, and motivation to elevate performance.
- Drive Operational Excellence: Ensure SLAs, quality benchmarks, and productivity goals are consistently hit.
- Champion the Customer: Resolve escalations with ownership and empathy, while spotting opportunities to improve processes.
- Collaborate Across Teams: Partner with Marketing, Fulfillment, Product, and leadership to bring customer insights to the table.
- Own Performance: Track KPIs, conduct virtual 1:1s, and share data-driven insights with the Director of Customer Service.
- Train & Develop: Build virtual training programs that sharpen product knowledge, service skills, and consistency.
- Leverage Tools: Maximize efficiency with platforms like Gorgias, Slack, Shopify, Recharge, and WMS systems.
- Stay Policy-Aligned: Ensure policies on returns, exchanges, and promotions are followed-and help refine them.
- Manage Chargebacks: Lead chargeback and dispute resolution, reduce rates by identifying trends, and work with finance and fulfillment teams for timely responses.
- Anticipate departmental needs and develop strategic initiatives to improve processes. reduce response times, and elevate the customer experience.
Qualifications
- 2+ years in a customer service leadership role (e-commerce/supplements a plus).
- Experience leading remote teams.
- Proven coaching and team development skills.
- Strong communicator with conflict resolution expertise.
- Proficient in Gorgias, Zendesk, Shopify, Recharge, WMS, or similar platforms.
- Detail-oriented, organized, and data-driven.
- Passion for health, wellness, and delivering "wow" experiences.
- Knowledge of chargeback and dispute management best practices.
Why You'll Love Working Here
- A mission-driven company changing lives through health and performance.
- A collaborative, growth-focused culture where wins are celebrated.
- Competitive pay, benefits, and career growth opportunities.
- Freedom to bring bold ideas that directly impact customer success.
- Quarterly team events that unite our remote and in-office teams.
- Free supplements in-office + 50% discount on all products.
- Wellness perks like occasional in-office massage sessions.