Customer Service Manager

L-Nutra

7d•$90,000 - $110,000•Remote

About The Position

L-Nutra is hiring a Customer Service Manager to lead the day-to-day operation of its customer service team across the United States, Canada, and Australia. The role is responsible for developing a distributed team, maintaining consistent service quality across markets and time zones, managing performance and escalations, and ensuring customer interactions are knowledgeable, compassionate, and efficient across the company’s products, programs, and sales channels. The manager will build expertise in Prolon, the 5-Day Fasting Mimicking Diet, and L-Nutra’s broader portfolio; guide representatives on product and nutrition questions; and keep training materials, SOPs, FAQs, and customer-facing resources accurate and current. The role also owns customer service KPIs and serves as the team’s primary Gladly expert, administering the platform and improving workflows, automation, AI capabilities, reporting, and operational efficiency alongside tools such as Shopify and Loop. Working with the Director of Customer Service and cross-functional teams, the manager will contribute to customer experience initiatives, retention strategies, department priorities, and the Longevity Program member experience. The position is fully remote and offers the opportunity to grow with the company.

Requirements

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 judgment, including the ability to manage competing priorities independently.
Emotional intelligence and professionalism in handling difficult conversations with customers and teammates.
Comfort working in a fast-paced, entrepreneurial environment where priorities evolve and everyone contributes.
Ability and initiative to learn technology and identify and implement improvements.

Nice To Haves

Advanced Gladly experience, including 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.
Understanding of retention, subscription management, and the role of customer service in loyalty and lifetime value.
Experience managing remote, international, or outsourced customer service teams.
Nutrition education or client-facing nutrition experience, or a related credential that supports coaching teams on product questions.
Knowledge of Prolon, fasting, metabolic health, or longevity science.

Responsibilities

Run day-to-day customer service operations across the United States, Canada, and Australia, maintaining consistent service quality and efficiency across markets and time zones.
Lead, coach, and develop a distributed team of customer service representatives and foster a positive, collaborative, and accountable culture.
Own team productivity, quality, and escalations through regular coaching and constructive feedback.
Ensure customer interactions are knowledgeable, compassionate, and efficient across Prolon, L-Nutra Health, the Longevity Program, and sales channels.
Partner with the Director and cross-functional teams on customer experience initiatives, retention strategies, and department priorities.
Develop expertise in Prolon, the 5-Day Fasting Mimicking Diet, and L-Nutra’s broader product and program portfolio.
Guide the team on product and nutrition questions and involve clinical and nutrition colleagues when appropriate.
Maintain current and useful training materials, SOPs, FAQs, and customer-facing knowledge resources.
Coordinate with internal teams to keep customer education and communications accurate, consistent, and on-standard.
Track customer service KPIs, including response time, resolution rate, productivity, and CSAT, and act on the results.
Administer Gladly, optimize workflows, and implement useful AI and automation capabilities, alongside Shopify, Loop, and other tools.
Partner with the Director and cross-functional teams to improve workflows, automation, reporting, and operational efficiency.
Lead rollouts of new processes, tools, and initiatives, adapting as the business evolves.
Contribute proactively to department projects and company-wide initiatives.
Establish coaching rhythms and KPI baselines, improve response times and resolution rates, strengthen service consistency, and help customer service contribute measurably to retention and lifetime value.