Customer Care Manager

Customer Care Manager

About Us

Have you ever wondered why we rely on harmful chemicals and artificial ingredients to maintain our body’s health? We have. After years of battling on-and-off tonsillitis, our founder Carly Stein finally found relief in an ingredient called propolis: a combination of tree and plant resin created by bees to protect the hive. We aren’t just creating cleaner alternatives to the traditional medicine cabinet; we’re creating all-around cleaner products. Period. We merge modern science with natural medicine to prove that clean medicine can actually work. We believe that today’s most common health problems can be solved with better-for-you ingredients found right in nature. We source the highest-quality, humane ingredients, and we never water them down with artificial extras. We care about the world around us and the people in it. It’s what drives our entire brand. We don’t just care because it’s cool; it’s our genuine belief that our products empower you to take your health into your own hands. We’re all better human beings when we feel our best, right?

About the Role

You'll own the end-to-end customer care function — the inbox, the policies, the systems, the reporting, and a small support team. This is a highly cross-functional role: you're the voice of the customer inside the company, turning frontline conversations into insights that shape product, operations, and marketing decisions. You'll manage both a part-time contracted support agent and an AI support agent, building a care experience that balances customer delight with financial responsibility.

Responsibilities:

Frontline & Escalation Ownership

• Own the customer care inbox across email, chat and phone, maintaining fast response times and high-quality resolutions
• Handle sensitive questions and topics with empathy, tact, and professionalism — including health-related inquiries where careful, compliant language matters
• Execute order management in Shopify: cancellations, modifications, refunds, address changes, and subscription adjustments
• Monitor on-site reviews and actively respond to negative reviews, working directly with those customers to repair the relationship
• Own escalations end-to-end, including chargebacks and payment disputes

Team & AI Management

• Manage a part-time contracted customer care agent: set priorities, review quality, coach performance, and manage coverage scheduling
• Manage and improve our AI support agent: write guidance, review and test responses, give structured feedback, and continuously raise the quality of the AI experience for customers
• Design how work flows across yourself, your contractor, and the AI agent — routing the right tickets to the right resource

Systems & Process Ownership

• Own tagging taxonomy, macros, and workflows to drive efficiency and clean data
• Own and maintain help center / FAQ content so customers can self-serve accurately — keeping it current as products, policies, and promotions change
• Ensure all customer-facing communication (macros, AI responses, review replies, help center content) operates within regulatory and compliance guardrails for a wellness brand, partnering with legal on approved language

Policy Ownership

• Own customer care policies (refunds, replacements, shipping issues) — balancing a great customer experience with financial responsibility
• Proactively propose and drive policy changes when customer feedback or cost data signals the need
• Set escalation and exception frameworks so your team and AI agent can resolve issues consistently without over-refunding

Cross-Functional Feedback Loops

• Run closed-loop communication with Amazon, retail, ecommerce, product, and operations teams — routing customer learnings to the right owners and following through on resolution
• Build and share monthly reporting: ticket volume and drivers, CSAT, response and resolution metrics, product quality signals, refund/policy cost trends, and emerging themes
• Own CX performance metrics — CSAT, first response time, resolution time — including setting targets and driving improvement against them
• Flag product defect and quality trends early and escalate appropriately

Requirements:

• 4+ years in ecommerce customer care or CX, including experience managing or mentoring support staff, ideally in DTC / consumer wellness
• Exceptionally empathetic communicator, in writing and on the phone
• A builder of process and policy — you can design a system, not just run one
• Financially minded: you understand refund costs, policy tradeoffs, and how CX decisions hit the P&L
• Data-comfortable: you can pull, interpret, and present support metrics
• Working Shopify knowledge (orders, refunds, customer records)
• Curious and hands-on with AI tools; excited to manage an AI teammate, not threatened by one

Bonus Points

• Gorgias (or similar helpdesk) experience
• Stay AI or other subscription platform experience
• Experience training, testing, or managing AI support agents
• Familiarity with supplement/wellness regulatory constraints on customer communications

Location, Comp & Benefits

• Remote role
• Health and dental benefits provided
• Unlimited vacation
• Company sponsored RRSP plan

As an equal opportunity employer, Beekeepers’ Naturals is authentically committed to fostering a diverse and inclusive workplace. We sincerely believe all applicants, employees, vendors and community members deserve to experience, as a basic and fundamental human right, a genuine sense of belonging and acceptance, so they can both realize their greatest potential and also because, simply put, it’s the right thing to do.