Customer Service Manager

Lead the Team Our Customers Actually Talk To L-Nutra is a clinical nutrition and longevity company built on more than 25 years of research and over $36M in NIH and EU funding. Our Prolon Fasting Mimicking Diet is the first clinically studied program that delivers the benefits of fasting while you eat — and it has earned real credibility with consumers, physicians, and a growing healthcare footprint. For most of our customers, the people they talk to when they have a question are the company. We're looking for a Customer Service Manager to lead that team day to day across the United States, Canada, and Australia — someone who combines real people leadership with operational rigor, knows the product well enough to coach on it, and treats a customer's question about a five-day fast with the care it deserves. Why This Role Matters Customer service at L-Nutra is where retention is won or lost. A customer midway through a fast, a subscriber deciding whether to stay, a patient enrolled through their physician — each of them lands with your team first. How quickly, accurately, and warmly we respond shapes whether they come back, and what they tell the people around them. What You'll Own Team Leadership & Customer Experience Run day-to-day customer service operations across the US, Canada, and Australia, keeping service quality and efficiency consistent across markets and time zones. Lead, coach, and develop a distributed team of customer service representatives, building a culture that is positive, collaborative, and accountable. Own team performance: productivity, quality, and escalations, with regular coaching and direct, constructive feedback. Make sure every interaction is knowledgeable, compassionate, and efficient — across Prolon, L-Nutra Health, the Longevity Program, and every channel we sell through. Partner with the Director and cross-functional teams on customer experience initiatives, retention strategies, and department priorities. Product, Nutrition & Knowledge Management Become an expert in Prolon, the 5-Day Fasting Mimicking Diet, and the broader L-Nutra product and program portfolio. Guide the team on product and nutrition questions, and know when to bring in our clinical and nutrition colleagues. Keep training materials, SOPs, FAQs, and customer-facing knowledge resources current and useful. Work with internal teams so customer education and communications stay accurate, consistent, and on-standard. Operations, Technology & Continuous Improvement Track customer service KPIs — response time, resolution rate, productivity, CSAT — and act on what they tell you. Serve as the team's primary Gladly expert: administer the platform, optimize workflows, and put its AI and automation capabilities to real use, alongside Shopify, Loop, and the rest of our stack. Partner with the Director and cross-functional teams to improve workflows, automation, reporting, and operational efficiency. Lead the rollout of new processes, tools, and initiatives, and adapt as the business evolves. Contribute to department projects and company-wide initiatives with a proactive, solutions-first approach. Requirements What You Bring Required Customer service management or team leadership experience, including coaching, performance management, and team development. Experience in health, wellness, nutrition, or another customer-focused industry where the product matters to people's lives. Exceptional communication, interpersonal, and problem-solving skills. Strong organization and sound judgment; you manage competing priorities without needing to be told what to do first. Emotional intelligence and professionalism — you handle difficult conversations with customers and teammates constructively. Comfort in a fast-paced, entrepreneurial environment where priorities evolve and everyone contributes. An instinct for learning new technology, spotting what could work better, and taking the initiative to fix it. Strongly Preferred Advanced experience with Gladly — administration, reporting, workflow optimization, automation, and AI-powered capabilities. Experience implementing or optimizing AI tools in a customer service environment. Experience with Shopify, Loop Subscriptions, and related e-commerce and customer service platforms. A strong grasp of retention, subscription management, and the sales opportunity inside customer service — loyalty and lifetime value, not just ticket closure. Experience managing remote, international, or outsourced customer service teams. Nutrition literacy: a background in nutrition education or client-facing nutrition work, or a related credential, that lets you coach the team on product questions with confidence. Knowledge of Prolon, fasting, metabolic health, or longevity science. Who Thrives Here You're a leader and a doer. You like people — customers and teammates alike — and you get real satisfaction from solving their problems and from watching your team get better at solving them. You set clear expectations and hold them, with warmth rather than edge. You're comfortable owning outcomes, adapting when the plan changes, and stepping in alongside the team when the volume spikes. Most of all, you take pride in building an empowered, knowledgeable team and steadily improving the experience for customers and colleagues both. What Success Looks Like First 90 Days You know the products, the programs, and the team cold, and you've taken over the daily operation across all three markets without a dip in service. You've established a coaching rhythm with every representative and a clear baseline on the KPIs that matter. First 6 Months Response times and resolution rates are measurably better, and the team's quality is consistent regardless of who picks up. Gladly is working harder for us: workflows cleaned up, automation and AI in use where they help, and reporting the Director can act on. Training materials and SOPs are current, and new representatives ramp faster because of it. First 12 Months Customer service is a visible contributor to retention and lifetime value, with the data to show it. A stable, developed team with clear career paths, and a service operation that scales as the company grows. You're the Director's trusted partner on the next chapter of customer experience, including the Longevity Program. Benefits What We Offer Mission-driven work with real, measurable impact on human health. Flexible PTO. A fully remote role with a team that is flexible and considerate about how we work together. Competitive compensation + healthcare benefits. 401(k) matching up to 4%. The opportunity to grow with the company as we scale. Compensation: $90,000-110,000 base pay. Benefits + bonus + equity. Final compensation will be based on experience, scope, and impact. #J-18808-Ljbffr