Customer Service Manager (DTC Ecommerce) · Oralux

About Oralux

Oralux is a direct-to-consumer ecommerce brand behind GumRevive, a dermatologist-designed red light therapy device for gum health. We sell directly to customers who are often skeptical, have been let down by other products, and need a support team that treats them as intelligent adults. Oralux is part of HarZa Group, a remote-first operator that builds and scales DTC health and wellness brands, with more than 150 people across 15+ countries. Our customers are the heart of the business, and the person in this role owns that relationship end to end.

About the Role

We are looking for a Customer Service Manager to lead and grow our support function. You will inherit a small team and be responsible for scaling it as we grow: hiring, training, setting standards, and building the systems that let us deliver fast, honest, genuinely helpful support at higher volume.

This is a hands-on manager role. You will be close enough to the tickets to know exactly what customers are experiencing, while building the structure and the team to handle them well. You will manage across email, chat, and phone, you will help shape the voice for what customers need, and you will be the person accountable for how well we serve them.

In a DTC subscription business, customer service is not a cost center. It is a revenue lever. The way cancellations, returns, and refund requests are handled directly affects churn, refund rate, and lifetime value. This role owns that impact.

What You'll Do

• Lead, coach, and grow a team of 3 to 8 agents, hiring as we scale, setting clear performance expectations and developing people over time.
• Own core CS metrics: first response time, resolution time, CSAT, and quality, and report on them regularly.
• Own the CS side of retention: cancellation flows, save offers, returns, and refund requests, with direct accountability for refund rate and churn contribution.
• Build and maintain the systems that make good support repeatable: macros, workflows, SOPs, help center content, and escalation paths.
• Handle escalations and complex cases personally when needed, setting the standard for how tough conversations get handled.
• Manage staffing and coverage across email, chat, and phone to hit response targets as volume shifts.
• Surface patterns from customer conversations back to the business: what is confusing people, what is driving contacts, where the product or messaging could improve.
• Protect the brand voice in every customer interaction.

Requirements

What We're Looking For

• 3+ years managing a customer service team with direct reports, in DTC ecommerce.
• A track record of building or scaling a support function, not just maintaining one. You have hired, trained, and set up processes from a relatively early stage.
• Experience inside a startup or a fast-scaling company, where the process did not exist before you arrived and lean tooling is the norm.
• Hands-on experience with a modern helpdesk platform. We run on Richpanel; experience with Gorgias, Zendesk, or similar transfers well.
• Direct experience working on retention, churn, cancellations, returns, and refund rates as measured outcomes, not as tickets you happened to process.
• Comfort managing a multichannel operation across email, chat, and phone.
• Strong people-management instincts. You coach, you give clear feedback, and people do their best work under you.
• Data-comfortable. You set targets, watch the numbers, and make decisions based on them.
• Excellent written and verbal English, and a high bar for how customers are treated.
• Able to work independently in a remote, async-first environment, with overlap during our live collaboration window of 8:00 AM to 12:00 PM EST.

Nice to Have

• Experience in a subscription or recurring-revenue model.
• Experience in health, wellness, or regulated-product categories where accuracy and compliance in customer messaging matter.
• Familiarity with Shopify.
• Experience introducing AI or automation into a support workflow.

This Role Is Not

• A BPO or call center supervisor role where the client sets the process and you enforce it.
• A B2B or SaaS account management role.
• A purely strategic CX role with no proximity to the actual queue.
• A role for someone who needs an existing playbook handed to them.

How Success Will Be Measured

• First response time and resolution time against target.
• CSAT and quality scores across all channels.
• Refund rate and cancellation save rate.
• Contact rate per order and reduction of avoidable contact drivers.
• Agent ramp time and team performance consistency.
• Coverage reliability across email, chat, and phone as volume shifts.

Benefits

What We Offer

• A fully remote, async-first environment with a team distributed across more than 15 countries.
• Direct access to leadership and real room to shape how the function scales.
• Paid time off, parental leave, bereavement leave, and marriage leave.
• A monthly wellness allowance
• Equipment support and an annual birthday benefit.
• Company-funded leadership offsites and in-country team meetups.
• A brand that treats honesty and customer care as a competitive advantag