Customer Service Manager (Remote)

This role is built for a strategic, data-driven leader who sees customer service as a core driver of brand loyalty and business growth. We’re seeking a seasoned Customer Service Manager with deep experience in D2C e-commerce and analytical sharpness. If you’re equal parts analytical and visionary—comfortable owning big-picture strategy while diving deep into data—we want to hear from you. This is a high-impact role for a leader who navigates shifting priorities with ease, fosters trust at every level and leads with both heart and precision.

Website: www.vitalityextracts.com

Start Date: ASAP

Hours: M-F, Full-Time

Job Type: Remote

Compensation: $30-$40/hr, based on experience | Contract to Hire

Permanent Employee Benefits: Vacation/PTO, 100% Medical, Dental & Vision, 401k, bonuses

Qualifications:

- 4+ years of experience in customer service operations in D2C e-commerce

- Proven ability to scale a department and have managed teams of 50+ representatives.

- Highly self-motivated and independent worker, capable of managing and executing projects autonomously with minimal guidance or supervision

- Expert-level analytical skills, being able to manipulate raw data sets and draw accurate conclusions for new department initiatives

- Expert-level proficiency in Excel/Google Sheets

- Forward-thinking with a knack for utilizing technology, AI, and industry best practices to stay ahead of the competition

- Strong knowledge of trust-building strategies, customer feedback mechanisms, and strategies to strengthen loyalty and lifetime value of customers

- An influential leader who fosters a culture of learning and growth across teams

Your Tasks and Responsibilities:

- Lead the customer service department, serving as the central communication hub and providing critical information and solutions to the team and senior leadership

- Extract, manipulate, and analyze data to identify trends, implement improvements, and measure the impact of initiatives

- Continuously develop/execute creative modern tech strategies to improve customer satisfaction, retention, and quality of service

Manage customer service platforms and tools, including ticketing systems and CRM software, to optimize workflows and insights.

- Oversee daily operations, ensuring timely and accurate responses across all customer service communication channels (email, chat, phone)

- Continuously explore and implement emerging technologies, AI, and innovative processes to keep us ahead of the curve and elevate our performance every day

The Company

Vitality Extracts is an e-commerce business specializing in essential oils, diffuser jewelry, and other wellness products. We promote natural health and wellness through products designed to help customers relax, rejuvenate, and improve their overall well-being. Our commitment to natural remedies and self-care has made our products popular among those seeking holistic healing.

The Team

The team you’ll be joining has been working together for 5 to 10 years, building a strong foundation of trust, collaboration, and commitment to Vitality. We’re a group of individuals who value hard work, integrity, and accountability. Each team member brings deep expertise to their role, and we consistently support one another in learning, growing, and pushing boundaries.

We take ownership of our work and pride ourselves on staying ahead—whether that means adopting new technologies, deepening our understanding of the business, or testing the next big idea. Growth is constant here, and it’s driven by data. Every decision we make is intentional, rooted in facts, and backed by measurable results. Everyone has the autonomy to refine and elevate their role in ways that benefit the team as a whole. We don’t dwell in meetings or fluff—we focus on outcomes and get things done