Customer Service Manager - 20746

Employment Type: Full-time, Independent Contractor
Work Model: Remote
Work Hours: ​​​​​​US time

About the role: The client is looking for a highly dependable Customer Service Representative to become the first line of support for customers across both its professional and direct-to-consumer businesses.

This person will support two primary customer groups:

1. Professional customers, including clinics purchasing and operating the company's red-light therapy beds and other recovery products.

2. Individual consumers purchasing products online, including red-light therapy pads and related devices.

The role is straightforward in terms of technical complexity, but extremely important from a customer experience perspective.

The client sells premium, relatively high-ticket technology. Customers therefore need to feel that when they purchase from the company, there is a competent, responsive person available when something goes wrong or they simply need help.

Clinic & Professional Customers

Clinic customers may contact the company with questions regarding:

• Product operation

• Installation

• Delivery

• Basic troubleshooting

• Questions about their red-light therapy bed

• Product issues

• Service requests

• Returns or replacement processes

• General questions about their equipment

Direct-to-Consumer Customers

Consumers purchasing products online may need help with:

• Product questions

• Orders

• Shipping

• Returns

• Faulty products

• Troubleshooting

• Product usage

• General customer inquiries

The owner described the position as relatively straightforward operationally, but emphasized the need for someone competent, honest, responsive, and capable of handling customers professionally.

Key Responsibilities

• Respond promptly and professionally to customer inquiries

• Manage customer questions across professional and consumer accounts

• Troubleshoot basic product and order-related issues

• Coordinate returns when necessary

• Escalate complex technical or operational issues appropriately

• Maintain accurate records of customer interactions

• Follow established processes for returns, replacements, and service cases

• Keep customers informed throughout the resolution process

• Identify recurring customer issues and communicate them internally

• Reduce the number of customer problems that require escalation to leadership

• Create a consistently positive customer experience

• Protect the reputation of the company's brand through professional communication

• Help establish scalable customer service processes as the company grows

The company is not looking for someone who simply answers a support inbox.

The ideal hire will take ownership.

If a customer has an issue, this person should think:

"How do I get this resolved?"

rather than:

"Who else can I send this to?"

The role will involve working with customers who have made meaningful investments in the company products. The ability to remain calm, professional, and solutions-oriented is therefore critical.

The client intends to provide bonuses tied to customer service performance.

One particularly important metric discussed is the number of customer "headaches" that ultimately have to be escalated to the owner. The fewer unnecessary issues that reach company leadership, the stronger the representative's performance.

In other words:

Solve problems before they become leadership problems.

The ideal Customer Service Representative will have:

• 2+ years of customer service experience

• Strong written and spoken English

• Excellent communication skills

• Strong problem-solving ability

• High attention to detail

• Experience handling customers through email, chat, phone, or ticketing systems

• A calm and professional demeanor

• Strong follow-through

• Excellent organizational skills

• The ability to prioritize multiple customer issues

• Good judgment around when to solve versus when to escalate

• A proactive personality

• Strong ownership mentality

• High integrity and honesty

Experience with e-commerce, consumer products, health/wellness, medical devices, fitness equipment, or technical products would be helpful, but is not mandatory.

The company is more interested in finding someone who is intelligent, dependable, customer-oriented, and capable of learning the products quickly.

The company is growing quickly and selling increasingly sophisticated products to customers who expect a premium experience.

Customer service will become increasingly important as the company's customer base expands.

This person will have an opportunity to build the foundation of a scalable customer experience function rather than simply inherit a mature support department.