Remote CX & Support Supervisor — DTC Dietary Supplements

Healing Leaves (HOTN); United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Healing Leaves (HOTN) is remote, seeking an experienced Customer Experience & Support Supervisor to oversee a growing DTC dietary supplement business. You will manage third-party call centers, handle escalations, and drive retention while improving processes and leveraging AI.

The role focuses on operational efficiency, cost control, and customer satisfaction, with collaboration across operations and marketing to scale a fast-paced, remote organization.

Qualifications

• 3+ years of customer service supervisory experience in the dietary supplement industry.
• Experience managing outsourced customer service teams or call center partners.
• Strong communication, organizational, analytical, and problem-solving skills.
• Familiarity with e-commerce operations, subscriptions, returns, and payment disputes.
• Experience with Shopify, Zendesk, Recharge, or similar platforms preferred.
• Knowledge of AI-powered customer support and workflow automation is a plus.

Responsibilities

• Oversee daily customer service operations and third-party call center performance.
• Manage escalated customer issues, order concerns, chargebacks, and customer reviews.
• Develop and improve customer service procedures, FAQs, and training resources.
• Support subscription retention, customer satisfaction, and brand reputation.
• Monitor performance metrics and provide actionable reporting to leadership.
• Identify opportunities to improve efficiency through process improvements, technology, and AI.

Skills

Customer service leadership

Communication

Analytical skills

Problem solving

E-commerce operations

Tools

Shopify

Zendesk

Recharge

Job description

Healing Leaves (HOTN) is remote, seeking an experienced Customer Experience & Support Supervisor to oversee a growing DTC dietary supplement business. You will manage third-party call centers, handle escalations, and drive retention while improving processes and leveraging AI.

The role focuses on operational efficiency, cost control, and customer satisfaction, with collaboration across operations and marketing to scale a fast-paced, remote organization.