Customer Service Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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L-Nutra, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🏥 Healthcare

🍽️ Food & Beverage

🧬 Biotechnology

Healthcare • Food & Beverage • Biotechnology

L-Nutra is a nutrition-technology company founded by Dr. Valter Longo that develops science-backed, plant-based dietary programs and products aimed at supporting healthy aging, metabolic health, and longevity. Its flagship offering, Prolon, is a 5-day Fasting Mimicking Diet (FMD) product line formulated to trigger cellular rejuvenation and metabolic benefits; the company also operates L‑Nutra Health, a healthcare program combining dietitians, lifestyle medicine professionals, digital platforms, and nutrition solutions to address obesity, pre-diabetes, and diabetes. L‑Nutra emphasizes clinical research and partnerships (dozens of clinical trials, hundreds of patents, and multiple university collaborators) to support its claims and positions itself at the intersection of nutrition, longevity science, and preventative healthcare.

📋 Description

• Run day-to-day customer service operations across the US, Canada, and Australia, keeping service quality and efficiency consistent across markets and time zones. • Lead, coach, and develop a distributed team of customer service representatives. • Own team performance, including productivity, quality, and escalations, with regular coaching and direct feedback. • Ensure customer interactions are knowledgeable, compassionate, and efficient across Prolon, L-Nutra Health, the Longevity Program, and all sales channels. • Partner with the Director and cross-functional teams on customer experience initiatives, retention strategies, and department priorities. • Become an expert in Prolon, the 5-Day Fasting Mimicking Diet, and the broader L-Nutra product and program portfolio. • Guide the team on product and nutrition questions and involve clinical and nutrition colleagues when appropriate. • Maintain training materials, SOPs, FAQs, and customer-facing knowledge resources. • Track customer service KPIs, including response time, resolution rate, productivity, and CSAT, and act on the results. • Serve as the primary Gladly expert by administering the platform, optimizing workflows, and implementing AI and automation alongside Shopify and Loop. • Improve workflows, automation, reporting, and operational efficiency with cross-functional teams. • Lead the rollout of new processes, tools, and initiatives. • Contribute to department projects and company-wide initiatives.

🎯 Requirements

• Customer service management or team leadership experience, including coaching, performance management, and team development. • Experience in health, wellness, nutrition, or another customer-focused industry where the product matters to people's lives. • Exceptional communication, interpersonal, and problem-solving skills. • Strong organization and sound judgment; you manage competing priorities without needing to be told what to do first. • Emotional intelligence and professionalism — you handle difficult conversations with customers and teammates constructively. • Comfort in a fast-paced, entrepreneurial environment where priorities evolve and everyone contributes. • An instinct for learning new technology, spotting what could work better, and taking the initiative to fix it. • Advanced experience with Gladly — administration, reporting, workflow optimization, automation, and AI-powered capabilities. • Experience implementing or optimizing AI tools in a customer service environment. • Experience with Shopify, Loop Subscriptions, and related e-commerce and customer service platforms. • A strong grasp of retention, subscription management, and the sales opportunity inside customer service — loyalty and lifetime value, not just ticket closure. • Experience managing remote, international, or outsourced customer service teams. • Nutrition literacy: a background in nutrition education or client-facing nutrition work, or a related credential, that lets you coach the team on product questions with confidence. • Knowledge of Prolon, fasting, metabolic health, or longevity science.

🏖️ Benefits

• Mission-driven work with real, measurable impact on human health. • Flexible PTO. • A fully remote role with a team that is flexible and considerate about how we work together. • Competitive compensation + healthcare benefits. • 401(k) matching up to 4%. • The opportunity to grow with the company as we scale. • Bonus. • Equity.

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