Customer Service Supervisor

Happy Koala LLC•Paris, TX

23h•Remote

About The Position

Happy Mammoth is a fast-growing natural supplements business selling across Australia, EU and the United States. We specialize in formulating, producing and marketing gut, digestive and microbiome and natural supplements, designed to help our clients make long-lasting positive health changes and start living very full lives again. We are looking for an experienced Customer Service Supervisor to lead and scale our remote support team across Australia, Europe, and the USA. This is a fully remote position.

Requirements

Proven experience leading or mentoring a customer support team
Experience managing remote teams across time zones
Strong hands-on experience with CRMs such as Zowie or similar customer support platforms, including workflow management and reporting
Solid knowledge of Shopify and eCommerce operations
KPI-driven, detail-oriented, and systems-focused
Confident communicator in written and spoken English
Proactive leader who thrives in a fast-paced, scaling environment

Nice To Haves

Interest in natural health is a plus

Responsibilities

Lead, coach, and develop a remote team of Customer Service Agents
Monitor and improve KPIs (CSAT, response times, resolution rates, retention, resell performance)
Manage escalations and ensure consistently high-quality customer interactions (phone, chat, email, social)
Oversee daily operations within our CRM (e.g., Zowie or similar platforms)
Optimize workflows, automation, knowledge bases, templates, and SOPs
Supervise order management in Shopify and fulfillment systems
Oversee social media moderation and community engagement
Collaborate cross-functionally to improve customer experience and operational efficiency