Remote Customer Care Lead - Scale & Elevate Ops

United States Digital Space LLC; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary based on experience

High level of ownership over CS ops

Collaborative work environment

Job summary

United States Digital Space LLC is seeking a highly experienced Customer Service Manager to lead and scale its remote Customer Care team for a US-based e-commerce brand. This full-time role demands hands-on leadership, process design, and a focus on delivering an exceptional end-to-end customer experience in a direct-to-consumer environment.

You will mentor specialists, optimize workflows, collaborate with Operations, Logistics, and Product, and monitor KPIs to drive improvements while

Qualifications

• Proven experience as a Customer Service Manager in e-commerce.
• Direct-to-consumer brand experience.
• Strong background in technical support for home-assembly products is a plus.
• Experience building, documenting, and scaling customer service processes.
• Previous people management experience.
• Fluent English (US market).
• Deep understanding of CRM platforms and ticketing systems.

Responsibilities

• Lead, manage, and mentor a remote team of Customer Care Specialists.
• Design, implement, and improve customer service workflows, policies, and SOPs.
• Own the full customer support lifecycle: pre-sale questions, orders, shipping, returns, and after-sales support.
• Resolve technical support issues related to product assembly and installation.
• Escalate complex issues as needed and coordinate with Operations, Logistics, and Product teams.
• Monitor KPIs and implement improvements; ensure CRM usage accuracy.

Skills

Customer Service Leadership

E-commerce Support

Process Improvement

People Management

CRM governance

Clear communication

Analytical thinking

Remote team management

Tools

CRM platforms

Ticketing systems

Call management tools

Job description

United States Digital Space LLC is seeking a highly experienced Customer Service Manager to lead and scale its remote Customer Care team for a US-based e-commerce brand. This full-time role demands hands-on leadership, process design, and a focus on delivering an exceptional end-to-end customer experience in a direct-to-consumer environment.

You will mentor specialists, optimize workflows, collaborate with Operations, Logistics, and Product, and monitor KPIs to drive improvements while