Customer Operations Manager

Heavenly Heat Saunas; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic health-focused company as a Customer Success Manager, where your role will be pivotal in optimizing customer experiences and enhancing operational processes. This startup-minded team is dedicated to delivering exceptional service while fostering a collaborative culture. You'll manage customer interactions, create systematic documentation, and identify efficiency opportunities, all while working in a remote environment. If you're passionate about health and wellness and eager to contribute to a growing team, this role offers a unique chance to make a significant impact and grow alongside the company.

Benefits

Competitive Base Salary

Remote Work Environment

Internal Growth Opportunities

Performance-Based Bonuses

Collaborative Team Culture

Health Benefits Package (coming soon)

Qualifications

• 1-5 years of customer service experience required.
• Experience with CRM systems and operational tools is essential.

Responsibilities

• Manage and optimize the customer journey through support.
• Develop and implement operational procedures for growth.

Skills

Customer Service

Organizational Skills

Systems Thinking

Problem-Solving

Time Management

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

CRM Systems

Project Management Tools

Job description

The team is small but mighty and this high-performance culture isn't for everyone; especially since this is a remote position. We're Heavenly Heat Saunas—a health company focused on making the most optimized and healthiest saunas in the world (with a passion to lean into other product categories). Imagine if Tesla's innovative engineering excellence met Chick-fil-A's renowned customer service standards. We have three owners — a Navy Seal living in Virginia and a biohacking couple who wants to live to 150 — all of whom are obviously extremely devoted to optimizing their own health but also helping to empower others to do the same.

Why This Role Matters

Our customers choose to spend a not-so-insignificant amount of money on our 1 and 2 person detox saunas for their personal home use. It is extremely important that they have a world-class experience in their purchase journey and that's where you come in — from answering calls and interfacing with our customers directly, to getting back to them on email in as quick a time as possible. Beyond customer success, we need someone who can help build and optimize our operational foundation as we scale. We're searching for a candidate who has a heart for people, all things health-related, and a desire to grow internally and help make better processes with the team. We're searching for a self-starter who thrives in a work-from-home environment and is excited to be a part of a growing team that consistently underpromises and overdelivers to its customers.

Core Responsibilities

• Manage and optimize the entire customer journey through exceptional support via email and phone
• Create and maintain systematic documentation for processes, customer inquiries, and solutions
• Develop and implement operational procedures that scale with our growth
• Build and maintain organizational systems for tracking customer interactions and company operations
• Identify opportunities for operational efficiency and implement solutions
• Collaborate with leadership to establish and improve company processes
• Track and analyze key metrics to drive continuous improvement

Growth Opportunities

As a startup-minded company, we value team members who are excited to wear multiple hats and help build something extraordinary. While customer success and operations are the primary focus, there are opportunities to contribute to:

• Development of company-wide operational systems
• Marketing initiatives and content creation
• Sales support and lead nurturing
• Event planning and execution
• Social media management
• Product development feedback
• Process improvement across all departments

Who You Are

• Operations & Customer Service Champion
• 1-5 years of customer service experience
• Strong organizational skills with attention to detail
• Experience in creating and documenting processes
• Natural talent for systems thinking and optimization
• Ability to maintain composure in challenging situations
• Process Builder & Improver
• Experience with CRM systems and operational tools
• Track record of implementing efficiency improvements
• Strong project management capabilities
• Data-driven approach to problem-solving
• Skilled at creating and maintaining documentation
• Self-Motivated Professional
• Thrives in a remote work environment
• Takes initiative to solve problems independently
• Exceptional time management and prioritization skills
• Passionate about health and wellness
• Excited to build something from the ground up
• Natural ability to organize chaos into systems

What We Offer

• Competitive Base Salary: $60,000 – $80,000 (based on experience, & performance)
• Remote Work Environment
• Ability to Grow Internally & Rise Up as the Company Grows
• Real Opportunity to Shape Company Operations
• Performance-Based Bonuses
• Collaborative Team Culture
• Health Benefits Package (coming soon)

How to Apply

Please send your application to [e-mail] with the subject line "Customer Success Manager Application" including:

• Your resume highlighting relevant customer service and operational experience (as a PDF)
• A cover letter explaining why you're excited about joining Heavenly Heat Saunas
• One proposed change you'd make to our website to improve it
• What you think is the key to Customer Success that is often overlooked
• A brief example of a process or system you've implemented in a previous role

We're looking for an organized, process-driven individual who can start making an impact quickly and grow with our company. If you're passionate about customer success, operational excellence, and health optimization, we want to hear from you!

Seniority level

Entry level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Wellness and Fitness Services