Customer Service Manager, ScaleJet

Are you ready to truly lead, inspire, and shape the customer experience for a dynamic international e-commerce brand? Imagine driving the success of a remote Customer Care team, directly impacting how families across the USA experience joy and peace of mind with innovative, safety-first trampolines. We're searching for a hands-on leader, someone who thrives on building efficient operations and mentoring a team, all while ensuring every customer interaction is nothing short of exceptional. If you're passionate about direct-to-consumer support and making a tangible difference, this full-time, worldwide remote opportunity is for you.

Overview

ScaleJet is partnering with an international e-commerce innovator, renowned for transforming family fun with its premium, safety-first trampolines. This company, founded by parents for parents, is deeply committed to crafting high-quality products that bring joy while offering complete peace of mind. As a direct-to-consumer brand, managing its own logistics and delivery, the organization places immense value on customer education, comprehensive post-purchase assistance, and expert technical support for product assembly and installation. Exceptional customer service isn't just a goal; it's a fundamental pillar, supported by robust warranties that even include natural disaster protection. This fully remote, worldwide position offers a unique chance to lead and scale a remote Customer Care team, fostering an environment of excellence and proactive support.

Key Responsibilities

Lead, manage, and mentor a remote team of Customer Care Specialists, fostering a high-performance and supportive environment.
Design and implement efficient customer support operations that scale with business growth.
Ensure an exceptional end-to-end customer experience across all touchpoints in a direct-to-consumer e-commerce setting.
Develop and refine processes for customer education, post-purchase support, and technical assistance related to product assembly and installation.
Proactively identify and implement system improvements to enhance service delivery and team productivity.
Monitor key performance indicators (KPIs) and customer feedback to drive continuous improvement initiatives.
Collaborate cross-functionally with logistics, product development, and marketing teams to address customer needs and improve overall service quality.
Champion the company's commitment to outstanding customer service, including comprehensive warranty support.

Requirements

Proven leadership experience managing and scaling a remote Customer Service or Customer Care team in a direct-to-consumer e-commerce environment.
A hands-on approach to leadership, coupled with a passion for building structured processes and improving operational systems.
Demonstrated ability to develop, mentor, and motivate a team to achieve high levels of customer satisfaction.
Strong understanding of customer education, post-purchase support, and technical assistance best practices.
Excellent communication, interpersonal, and problem-solving skills.
Ability to thrive in a fast-paced, dynamic environment and adapt to evolving customer needs.
Fluency in English is essential for this international role.

What You'll Gain

The opportunity to play a pivotal role in shaping the customer experience for an innovative, mission-driven brand.
A fully remote, worldwide position offering flexibility and the chance to impact a global customer base.
Work with a high-quality product that genuinely brings joy and peace of mind to families.
Be part of a company that values exceptional customer service and invests in comprehensive support systems.
Significant professional growth opportunities as you lead and scale a critical function.