Remote Customer Experience Lead, DTC Ecommerce

Harza Group; México; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Remote-first work environment

Wellness stipend

PTO and parental leave

Job summary

Oralux, part of HarZa Group, is seeking a Customer Service Manager to lead and scale our support function. You will inherit a small team and hire, train, and set standards to deliver fast, honest, helpful support at higher volume.

This is a hands-on manager role, close to tickets yet building structure and systems for scalable service across email, chat, and phone. You will influence retention through refunds and cancellations outcomes.

Qualifications

• 3+ years managing a customer service team with direct reports in DTC ecommerce.
• Experience building or scaling a support function from early stage.
• Hands-on with modern helpdesk platforms.
• Direct experience with retention, churn, cancellations, returns and refunds.

Responsibilities

• Lead, coach, and grow a team of 3 to 8 agents as we scale.
• Own core CS metrics: response time, resolution time, CSAT, quality.
• Own the CS side of retention and refunds to impact churn.
• Build and maintain repeatable support systems: macros, workflows, SOPs.
• Handle escalations personally when needed and set standard for tough conversations.
• Manage staffing and coverage across email, chat, and phone to hit targets.
• Surface patterns from conversations to improve product/messaging.
• Protect brand voice in every customer interaction.

Skills

Team management

Customer service

Multichannel support

Remote leadership

Richpanel experience

Tools

Richpanel

Zendesk

Gorgias

Job description

Oralux, part of HarZa Group, is seeking a Customer Service Manager to lead and scale our support function. You will inherit a small team and hire, train, and set standards to deliver fast, honest, helpful support at higher volume.

This is a hands-on manager role, close to tickets yet building structure and systems for scalable service across email, chat, and phone. You will influence retention through refunds and cancellations outcomes.