Customer Success Manager — Telehealth Ecommerce

We’re looking for an experienced Customer Success Manager to own our customer service operation and improve the overall customer experience.

You’ll manage our customer service and phone representatives, ensure customers receive fast and effective support, monitor team performance, and build systems that improve satisfaction, retention, and online reputation.

Responsibilities

• Manage and oversee customer service and phone representatives
• Ensure customer questions, complaints, refunds, and escalations are handled properly
• Track response times, resolution rates, customer satisfaction, and rep performance
• Train, coach, and hold customer service representatives accountable
• Create SOPs, scripts, workflows, and quality-control processes
• Set up and manage Trustpilot review flows
• Identify recurring customer issues and work with operations to solve them
• Improve the customer experience across email , phone, SMS, and other support channels
• Help reduce chargebacks, negative reviews, cancellations, and unnecessary refunds
• Provide regular reporting on customer feedback and support performance

Requirements

• Previous customer service or customer experience experience in ecommerce
• Experience directly managing customer service representatives
• Strong leadership, organization, and communication skills
• Comfortable reviewing performance data and holding team members accountable
• Experience handling escalations and difficult customer situations
• Able to build processes and improve an existing customer service operation
• Telehealth or healthcare experience is preferred but not required
• Experience with Trustpilot and customer support platforms is a plus

What We’re Looking For

We want someone who takes ownership and genuinely cares about customers. You should be able to manage a team, identify problems quickly, and build systems that create a consistently great customer experience.