DTC Customer Experience Lead — Retention & Support

Harza Group; Colombia; Remote; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Fully remote

Async-first

Leadership access

Time off

Wellness allowance

Equipment support

Birthday benefit

Leadership offsites

Job summary

Oralux, a remote-first DTC health brand under HarZa Group, is seeking a Customer Service Manager to lead and scale the support function. You will inherit a small team and be responsible for hiring, training, and building systems to deliver fast, honest, helpful support at higher volume.

This hands-on role requires staying close to tickets while shaping a scalable, async-first operation across email, chat, and phone.

Qualifications

• 3+ years managing a customer service team in DTC ecommerce.
• Experience building or scaling a support function from early stage.
• Hands-on startup experience with lean tooling.
• Experience with Richpanel, Gorgias, Zendesk or similar.
• Experience with retention, churn, cancellations, returns, refunds.
• Strong people-management and data-driven decision making.
• Excellent written and verbal English.
• Remote work with overlap in EST window 8:00 AM - 12:00 PM

Responsibilities

• Lead and grow a team of 3–8 agents with clear expectations.
• Own CS KPIs: First response time, resolution time, CSAT, quality.
• Own retention-related CS: cancellations, refunds, save offers.
• Build repeatable processes: macros, workflows, SOPs, help center content.
• Handle escalations and complex cases personally.
• Manage staffing across email, chat, and phone to meet targets.
• Surface patterns to product and messaging from customer conversations.
• Protect brand voice in every interaction.

Skills

People management

Team building

Multichannel support

Remote-first

English proficiency

KPI tracking

Customer retention

Hiring & training

Tools

Richpanel

Zendesk

Gorgias

Shopify

Job description

Oralux, a remote-first DTC health brand under HarZa Group, is seeking a Customer Service Manager to lead and scale the support function. You will inherit a small team and be responsible for hiring, training, and building systems to deliver fast, honest, helpful support at higher volume.

This hands-on role requires staying close to tickets while shaping a scalable, async-first operation across email, chat, and phone.