Customer Service Manager

Our Client, an international e-commerce company with a strong presence in the USA, is seeking a highly experienced and proactive Customer Service Manager to lead and scale its remote Customer Care team. This is a full-time remote position for a hands-on leader who can build efficient customer support operations, manage and mentor a team of Customer Care Specialists, and ensure an exceptional end-to-end customer experience in a direct-to-consumer e-commerce environment. About the company The company is dedicated to transforming family fun with innovative and safety-first trampolines. Founded by parents, for parents, its mission is to craft high-quality trampolines that bring joy and peace of mind to families everywhere. As a direct-to-consumer brand with its own logistics and delivery network, the company places a strong emphasis on customer education, post-purchase support, and technical assistance related to product assembly and installation. Exceptional customer service is a core value, supported by comprehensive warranties, including natural disaster protection. This role is ideal for someone who thrives in building structured processes, enjoys improving systems, and has deep experience supporting technically complex, self-assembly products in e-commerce. Key Responsibilities Lead, manage, and mentor a remote team of Customer Care Specialists. Design, implement, and continuously improve customer service workflows, policies, and SOPs. Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support. Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges. Act as an escalation point for complex, sensitive, or high-priority customer issues. Collaborate closely with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently. Mo