Customer Service Manager

Your Mission as Customer Service Manager

Lead and elevate a 10-person customer support team at Prosana, implementing scalable systems, and serving as the operational bridge between support, fulfillment, and leadership. You’ll be responsible for ensuring timely issue resolution, maintaining top-tier response quality, and proactively identifying opportunities to improve customer experience across the board.

Who is Prosana?

Prosana is no ordinary eCommerce company. You’ll be joining a fast-scaling eCommerce incubator behind seven high-performing brands, each built from the ground up with data, design, and performance at their core. With a proven formula for growth and innovation, this incubator thrives on launching and scaling products that shoppers actually want. Every day brings 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, giving you 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 brand growing fast and doing meaningful volume
• Full ownership over support systems and team performance
• Remote flexibility and autonomy to implement what you know works
• A collaborative, entrepreneurial environment that rewards initiative
• Competitive compensation, with the potential to grow with the company

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, implement 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.
• You’ve led teams of 5+ and know how to manage up, down, and sideways.
• You’re 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 ops.
• Analytical mindset with the ability to turn metrics into action.
• Bias for action, accountability, and customer-centric thinking.

Key skills/competency

• Customer Support Leadership
• Team Management
• Operational Excellence
• E-commerce Operations
• KPI Analysis
• Customer Experience (CX)
• Ticketing Software (e.g., Gorgias, Zendesk)
• Process Optimization
• Cross-functional Communication
• Remote Team Management