Customer Service Manager

At TLNT, we believe that recruitment is more than just filling roles — it’s about connecting humans with humans. We’re a people-first organization partnering with top U.S. companies to help them grow by attracting exceptional talent, and we know that the right content can open the right doors.

About our partner: Join an organization that is a fast-growing natural health and wellness eCommerce brand operating at significant scale, profitably investing over $1M per month in paid advertising. With aggressive growth plans and a goal to double ad spend in the coming months, the company is deeply focused on building a world-class creative and marketing engine. Performance, experimentation, and high-quality creative are at the core of how the brand reaches and serves its customers.

About the role: The Customer Service Manager is a senior, hands-on leadership role responsible for owning and scaling the customer support function. This role steps into an established operation and focuses on elevating service quality, developing talent, and ensuring customer inquiries are handled efficiently and consistently. The ideal candidate brings strong people leadership, training expertise, and the ability to balance daily execution with team growth in a high-volume eCommerce environment.

This is an excellent opportunity to grow your career with a leading US-based company—fully remote.

What You'll Do

Customer Service Manager – Key Responsibilities
Lead, manage, and coach a team of 5+ customer service agents, ensuring tickets are handled accurately and on time
Train existing agents to deliver exceptional customer experiences, including communication quality, tone, and problem resolution
Hire, onboard, and train new customer service agents as demand increases
Oversee daily workflows, performance, and accountability across the support team
Schedule agents, monitor time tracking, and ensure proper coverage
Handle escalated customer issues, including phone-based support when required
Train and prepare agents to confidently manage phone support and escalations

What You Need

5+ years of experience in customer service leadership or management
Proven experience in training and managing customer service teams
Strong coaching and communication skills
Comfort handling escalated customer calls and training agents on phone support
Experience supporting high-volume eCommerce or DTC environments preferred

Salary & Perks

Competitive Salary
This is a full-time, long-term position.
The position is immediately available and requires entering into an independent contractor agreement with TLNT.
Work from home.
Monday through Friday, 8:00 a.m. to 5:00 p.m. (+/- 1 hour accepted) - PST.
Additional perks.

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