Customer Service Manager – High-Growth Subscription E-commerce Brand

Location: Remote (EST hours, 9AM–5PM) Compensation: $3,000 to $5,000 per month (flexible for exceptional candidates) Team Size: ~40 agents, 5 team leads, global (USA, Australia, Philippines, LATAM) About Rosabella Rosabella is one of the fastest-growing supplement brands in the world, operating across Amazon, DTC (Shopify), and TikTok Shop. Launched in early 2024, we have grown from 0 to 60+ team members in less than 18 months. We believe great systems create great customer experiences. We are building a world-class, process-driven team to deliver outstanding customer care while maximizing customer retention. Role Overview We are hiring a Customer Service Manager to build scalable SOPs, high-precision QA systems, and performance management frameworks across a rapidly growing support team. You will manage, recruit, and develop our DTC support team (38 agents), oversee small teams for Amazon and TikTok Shop (2 agents), and implement efficient, high-leverage systems to deliver measurable improvements in key performance metrics. What You’ll Do

• Own and lead the CS function, managing ~40 global agents and 5 team leads with direct focus on DTC (Shopify, Recharge, Checkout Champ) while maintaining high standards across Amazon and TikTok Shop
• Recruit and build, hiring high-performing agents, promoting top talent into leadership roles, and developing your team into a high-output, accountable organization
• Implement systems and audits, building and maintaining SOPs, QA processes, and KPI dashboards using Richpanel, Shopify, Recharge, Checkout Champ, and Stripe
• Drive team performance to hit and exceed:

• Trustpilot score: 4.5+
• CSAT score: 4.0+
• First response time: under 8 hours
• Oldest ticket: under 1 day
• Agent output: 80+ tickets per day per agent
• Minimized refunds, chargebacks, and churn

• Proactively solve problems, constantly monitoring team performance, catching and addressing issues before they escalate, and surfacing risks or opportunities directly to founders
• Deliver clear daily reports and weekly KPI updates to founders with strategic recommendations
• Oversee subscription support, focusing on saving cancellations, reducing refund and chargeback rates, and increasing LTV

Tools You’ll Use Richpanel (CS CRM), Shopify (backend), Recharge and Checkout Champ (subscriptions), Stripe (payments) What We’re Looking For

• Proven track record with 3 to 5+ years experience managing CS teams of 30 to 100 agents and 3 to 10 team leads, ideally in high-volume DTC e-commerce or subscription businesses
• Direct experience using Richpanel, Shopify, Recharge or Checkout Champ, and Stripe
• A systems thinker who builds processes and enforces standards with precision
• Extreme ownership of your KPIs and your team’s results without excuses or need for micromanagement
• Direct, proactive communication style with no politics or sugar-coating
• High-performance culture fit with a bias to action and obsession with results
• Leadership mindset that fixes problems before founders even see them

Why Join Rosabella

• Direct access to founders of a high-growth supplement brand
• Full operational autonomy in your department
• Performance-based recognition and advancement
• No corporate red tape, just clear results and rewards
• Build, shape, and own the future of Rosabella’s customer experience

Powered by JazzHR 163z9GGyu6