About OraluxOralux is a direct-to-consumer ecommerce brand behind GumRevive, a dermatologist-designed red light therapy device for gum health. We sell directly to customers who are often skeptical, have been let down by other products, and need a support team that treats them as intelligent adults. Oralux is part of HarZa Group, a remote-first operator that builds and scales DTC health and wellness brands, with more than 150 people across 15+ countries. Our customers are the heart of the business, and the person in this role owns that relationship end to end.About The RoleWe are looking for a Customer Service Manager to lead and grow our support function. You will inherit a small team and be responsible for scaling it as we grow: hiring, training, setting standards, and building the systems that let us deliver fast, honest, genuinely helpful support at higher volume.This is a hands‑on manager role. You will be close enough to the tickets to know exactly what customers are experiencing, while building the structure and the team to handle them well. You will manage across email, chat, and phone, you will help shape the voice for what customers need, and you will be the person accountable for how well we serve them.In a DTC subscription business, customer service is not a cost center. It is a revenue lever. The way cancellations, returns, and refund requests are handled directly affects churn, refund rate, and lifetime value. This role owns that impact.What You’ll DoLead, coach, and grow a team of 3 to 8 agents, hiring as we scale, setting clear performance expectations and developing people over timeOwn core CS metrics: first response time, resolution time, CSAT, and quality, and report on them regularlyOwn the CS side of retention: cancellation flows, save offers, returns, and refund requests,



with direct accountability for refund rate and churn contributionBuild and maintain the systems that make good support repeatable: macros, workflows, SOPs, help center content, and escalation pathsHandle escalations and complex cases personally when needed, setting the standard for how tough conversations get handledManage staffing and coverage across email, chat, and phone to hit response targets as volume shiftsSurface patterns from customer conversations back to the business: what is confusing people, what is driving contacts, where the product or messaging could improveProtect the brand voice in every customer interactionWhat We’re Looking For3+ years managing a customer service team with direct reports, in DTC ecommerceA track record of building or scaling a support function, not just maintaining one. You have hired, trained, and set up processes from a relatively early stageExperience inside a startup or a fast‐scaling company, where the process did not exist before you arrived and lean tooling is the normHands‑on experience with a modern helpdesk platform. We run on Richpanel; experience with Gorgias, Zendesk, or similar transfers wellDirect experience working on retention, churn, cancellations, returns, and refund rates as measured outcomes, not as tickets you happened to processComfort managing a multichannel operation across email, chat, and phoneStrong people‑management instincts. You coach, you give clear feedback,



and people do their best work under youData‑comfortable. You set targets, watch the numbers, and make decisions based on themExcellent written and verbal English, and a high bar for how customers are treatedAble to work independently in a remote, async‑first environment, with overlap during our live collaboration window of 8:00 AM to 12:00 PM ESTNice to HaveExperience in a subscription or recurring‑revenue modelExperience in health, wellness, or regulated‑product categories where accuracy and compliance in customer messaging matterFamiliarity with ShopifyExperience introducing AI or automation into a support workflowThis Role Is NotA BPO or call center supervisor role where the client sets the process and you enforce itA B2B or SaaS account management roleA purely strategic CX role with no proximity to the vigente queueA role for someone who needs an existing playbook handed to themHow Success Will Be MeasuredFirst response time and resolution time against targetCSAT and quality scores across all channelsRefund rate and cancellation save rateContact rate per order and reduction of avoidable contact driversAgent ramp time and team performance consistencyCoverage reliability across email, chat, and phone as volume shiftsBenefitsWhat We OfferA fully remote, async-first environment with a team distributed across more than 15 countriesDirect access to leadership and real room to shape how the function scalesPaid time off, parental leave, bereavement leave, and marriage leaveA monthly wellness allowanceEquipment support and an annual birthday benefitCompany‑funded leadership offsites and in‑country team meetupsA brand that treats honesty and customer care as a competitive advantag#J-18808-Ljbffr

📌 Customer Service Manager (Dtc Ecommerce) · Oralux (Colombia)
🏢 Harza Group
📍 Colombia