Customer Service Manager

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

Why You'll Love Working Here