Customer Service Manager

Your Mission

As the Customer Service Manager at Prosana, your mission is to lead and elevate a 10-person customer support team. You will be responsible for implementing scalable systems, and serving as the operational bridge between support, fulfillment, and leadership. Your focus will be on ensuring timely issue resolution, maintaining top-tier response quality, and proactively identifying opportunities to improve customer experience across the board.

Who They Are

You'll be joining Prosana, a fast-scaling eCommerce incubator behind seven high-performing brands. Each brand is built from the ground up with data, design, and performance at its core. Prosana thrives on a proven formula for growth and innovation, launching and scaling products that shoppers genuinely want. This environment offers fresh challenges, creative freedom, and the chance to leave your mark on brands seen by millions.

This is a contractor role supporting a team in the CET time zone, offering the opportunity to collaborate with a global team and work remotely from anywhere in the world.

What’s In It For You

• High-impact leadership role in a fast-growing brand with meaningful volume.
• Full ownership over support systems and team performance.
• Remote flexibility and autonomy to implement your proven strategies.
• A collaborative, entrepreneurial environment that rewards initiative.
• Competitive compensation, with potential for company growth.

What You’re Getting Into

• Monitor and audit customer interactions to ensure high-quality, brand-aligned responses.
• Lead, coach, and motivate a team of 10 support reps, setting clear KPIs and performance expectations.
• Communicate daily with US and China-based fulfillment teams to:
  • Execute order changes before shipment.
  • Expedite or reship critical orders to avoid delays for customers.
  • Identify and escalate common product or shipping issues to leadership with suggested fixes.
• Analyze KPIs (response times, CSAT, ticket volume, resolution rate) and implement improvements.
• Own and optimize the customer support systems, implementing macros, workflows, tagging, and escalation protocols.
• Maintain internal knowledge base and SOPs to streamline onboarding and daily execution.

Who You Are

• Minimum of 2 years in a customer support leadership role at a DTC/eCommerce brand doing $500K+/month in revenue.
• Proven experience leading teams of 5+ and managing relationships effectively across all levels.
• Ready with battle-tested systems for efficient ticket management, team workflows, and performance tracking.
• Experience using ticketing software like Gorgias, Zendesk, or similar (not Gmail!).
• Strong communicator who can collaborate cross-functionally with fulfillment, marketing, and operations.
• Analytical mindset with the ability to turn metrics into actionable insights.
• Bias for action, accountability, and customer-centric thinking.

Key skills/competency

• Customer Support Management
• Operational Leadership
• E-commerce Operations
• KPI Analysis & Reporting
• Team Leadership & Coaching
• Scalable Systems Implementation
• Ticketing Software (Gorgias, Zendesk)
• Customer Experience Optimization
• Workflow Automation
• Cross-functional Collaboration