CS Lead — New Brand Launch (Health & Wellness / Shopify)

We're one of the fastest-scaling brands in the health and wellness supplements space, running branded subscription products on Shopify. Over the last few months we've grown immensely, and we're not slowing down.

We're now launching a second brand, and we're looking for an experienced CS professional based in the Philippines to help us build the customer support operation from the ground up. You will have direct access to the SOPs, workflows, and team behind our first brand. You are not starting from zero. You are taking a proven playbook and applying it somewhere new, with room to shape it as we grow.

This is a full-time role from day one. You will split your time between our two brands, spending part of your day running CS for the new store, and part of it embedded in our existing operation. That means joining management meetings, working alongside our CS manager, and learning how a scaled CS team actually runs. Most roles ask you to figure it out on your own. This one puts you inside a working machine while you build the next one.

But make no mistake. The new store needs someone who does not wait to be told what to do. You will need to communicate clearly, flag issues before they become problems, and bring your own ideas to the table. We want someone with a genuine sense of initiative and the confidence to act on it.

The Role

In the early stage, you will be working alongside two experienced CS agents from our first brand who are joining to help get things off the ground. That means you are not alone from day one, but you are the one setting the tone. Your job is to handle tickets, build the foundation alongside the team: the SOPs, the response frameworks, the escalation flows, the documentation. As the brand grows and the team grows with it, you grow into the lead role. The path is clear. The timeline depends on how fast we scale, and we scale fast.

You will have a direct line to the Co-Founder and access to our CS Manager and Operations Lead from brand one. Their experience is yours to learn from. We are not leaving you to figure it out alone.

What You Will Do

Handle customer inquiries across email and other channels, maintaining our quality and tone standards
Work with the existing team to adapt proven SOPs and workflows for the new brand
Help build and document the CS infrastructure from the ground up: response templates, escalation processes, FAQs
Use Claude AI and ChatGPT as a core part of your daily workflow. Every response goes through AI
Flag patterns, issues, and improvement opportunities early, when they are easiest to fix
Grow into the lead role as the brand scales and the team around you grows
Participate in weekly team calls across both brands

Tools and Platforms

Commslayer (similar to Gorgias or Zendesk)
Shopify
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Claude AI and ChatGPT (daily use, non-negotiable)
Parcel Panel (nice to have)
Google Sheets or Notion for documentation

What We Are Looking For

• Minimum 2 years in a lead or senior CS role, this is a hard requirement. Not a preference. Tell us in your application what that looked like: how many agents you worked with, what you owned, and what improved because of you
• Minimum 2 years of e-commerce customer support experience
• Fluent written English, clear, professional, and on-brand
• Genuinely comfortable with AI tools as part of your daily workflow
• A strong communicator who keeps people informed and flags things early
• Proactive and organised, someone who builds structure rather than waits for it
• Comfortable with an async, check-in style of work
• Some overlap with US timezone hours is a plus
• Honest with time tracking and ready to commit for the long term

Nice to Have

Experience setting up or building out a CS operation, not just working inside one
Direct Shopify CS experience
Background in supplements, health, or wellness
Familiarity with AI-assisted response workflows or prompt templates

What We Offer

A founding role on a new brand with real ownership from day one
A proven playbook behind you: SOPs, workflows, and a team that has already done this once
A clear path into a CS Lead role as the brand grows, and we grow fast
Direct line to the Co-Founder, our CS Manager, and our Operations Lead, short lines, real feedback
Weekly team calls across both brands, you are part of something bigger from the start
A role that scales with you. We promote from within and reward people who show up and build

How to Apply

Tell us about your CS experience and the most relevant thing you have built, owned, or improved in a previous role. We want to understand how you think, not just what you have done. Please start your application with the word: Mango. Applications that do not include it will not be considered.

We look forward to hearing from you.

Cristian