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.