Customer Support Manager @ Prosana
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Job Details
Overview
Prosana is partnering with a fast-scaling eCommerce company behind multiple DTC brands in the home, kitchen, and lifestyle space. They are looking for a high-impact operator to transform Customer Service into a strategic insights and revenue engine. This role offers full ownership to build a world-class, scalable, and technically sound Customer Success department that fuels growth while delighting customers.
Role & Responsibilities
- Manage, coach, and scale a team of 5–10 CS agents.
- Implement playbooks, macros, and SOPs for consistent support.
- Own key support metrics including response time, CSAT, and refund percentages.
- Identify recurring issues and partner with Operations and Marketing for improvements.
- Oversee chargeback and refund prevention in coordination with Finance partners.
- Optimize workflows in Richpanel, OpenPhone, and related tools.
- Build dashboards and reporting systems for performance insights.
- Collaborate with Head of Operations to integrate CS into ERP systems.
- Continuously improve the CS knowledge base, macros, and automation.
Who You Are
The ideal candidate is experienced with 3–5+ years leading customer support in high-volume DTC e-commerce. You are detail-obsessed, tech-savvy, and strategic. You excel in designing workflows, managing complex backend systems, and using data to drive measurable improvements. A hands-on leader with a focus on speed, impact, and excellence, you are ready to take ownership of a critical department.
What’s In It For You
- Full ownership with direct reporting to the Founder/Head of Operations.
- 100% remote role with CET timezone overlap.
- Opportunity to lead a fast-growing team in a lean, agile company.
- Direct impact on customer experience and revenue growth.
- Access to top leadership including the founder and executive team.
Recruitment Process
The recruitment process includes an introductory call for screening, followed by an interview with the founder to discuss vision and day-to-day operations.
Key Skills/Competency
Customer Support, eCommerce, Leadership, SOPs, KPIs, Analytics, Remote, Strategy, Workflow, ERP
How to Get Hired at Prosana
🎯 Tips for Getting Hired
- Research Prosana's culture: Understand their agile eCommerce environment and values.
- Customize your resume: Highlight customer support leadership experience.
- Emphasize process improvements: Showcase your SOP and KPI successes.
- Prepare technical examples: Detail your use of support tools.
- Be data-driven: Use metrics to back your achievements.