Catena

Senior Customer Service Operations Manager – DTC Wellness, E-commerce

Catena

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Own end-to-end customer support operations to drive high satisfaction and retention.
  • Implement efficient processes that reduce manual workload and improve consistency across the team.
  • Enable AI-assisted support to automate repetitive tasks and improve resolution speed.
  • Collaborate cross-functionally to surface insights that inform product, marketing, and retention strategies.
  • Contribute directly to business outcomes through scalable, customer-first operational improvements.
  • Personally manage inbound customer tickets including refunds, subscription changes, cancellations, product inquiries, and order issues.
  • Deliver fast, empathetic, and brand-aligned written support across all customer touchpoints.
  • Ensure high-quality resolutions while balancing response speed and customer satisfaction.
  • Design clear, repeatable customer support workflows using structured if-then logic.
  • Build and maintain rules, macros, and automations within the helpdesk platform.
  • Continuously refine processes to reduce manual workload and improve consistency.
  • Configure, train, and optimize AI support agents to autonomously resolve repetitive inquiries.
  • Identify ticket categories suitable for automation and measure AI resolution effectiveness.
  • Iterate on AI workflows based on real-world performance and customer feedback.
  • Hire, onboard, and train additional human support agents as volume grows.
  • Create clear playbooks and SOPs that mirror AI workflows for consistent execution.
  • Coach agents on tone, accuracy, and customer-first decision making.
  • Track and report on key metrics such as response time, resolution rate, CSAT, and refund rates.
  • Partner with cross-functional teams to surface customer insights.
  • Use support data to inform product improvements and retention initiatives.

Requirements

  • 2–5+ years of dedicated customer service or support operations experience with direct, hands-on ticket handling.
  • Strong experience supporting e-commerce or DTC businesses (subscriptions or recurring revenue strongly preferred).
  • Excellent process and systems thinking with the ability to break complex issues into simple workflows.
  • Clear, empathetic written communication and a customer-obsessed mindset.
  • Comfort operating in an early-stage, fast-moving startup environment.
  • Experience scaling customer support from founder-led to team-based operations (Nice-to-Have).
  • Background in wellness, supplements, or consumer health products (Nice-to-Have).
  • Exposure to AI-assisted or automation-first support environments (Nice-to-Have).
  • Customer support helpdesk platforms (AI-enabled or automation-friendly)
  • E-commerce platforms and order management systems
  • Internal documentation and SOP tools (Nice-to-Have)
  • AI-first helpdesk tools such as Gorgias, Zendesk, or Intercom (Nice-to-Have)
  • Analytics and reporting dashboards for support metrics (Nice-to-Have)
Benefits
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote—work from anywhere
  • Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
  • Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
  • Generous PTO: In accordance with company policy
  • Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
  • Direct Mentorship: Guidance from international industry experts
  • Learning & Development: Ongoing access to resources for professional growth
  • Global Networking: Connect with professionals worldwide
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support operationsticket handlingprocess improvementworkflow designAI support configurationautomationmetrics trackingdata analysiscustomer satisfaction measurementsubscription management
Soft Skills
empathetic communicationcustomer-obsessed mindsetprocess thinkingcollaborationcoachingproblem-solvingadaptabilityleadershiptraininginsight generation