Customer Success Manager

BioPure Healing Products is seeking an experienced Customer Success Manager with experience in the eCommerce health supplement industry. This is a US-based remote position for candidates who can work Monday through Friday from 9 to 5 PST – with a competitive total compensation package that includes paid lunch, $0 employee medical premiums, and generous PTO.

The Customer Success Manager plays a critical "hands-on" role in building and managing our customer service department. The ideal candidate will have a deep understanding of the dietary supplement industry, coupled with strong leadership and communication skills. This role will be responsible for improving business processes, hiring and overseeing customer success representatives, and ensuring the highest level of customer satisfaction.

Essential Functions

Customer Service Department Management

• Build and manage the customer service department from the ground up.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor and analyze customer service performance metrics and implement improvements.

Training and Development

• Train and mentor Customer Service Representatives (CSRs) to ensure they have the knowledge and skills needed to provide exceptional customer service.
• Create training materials and conduct regular training sessions to keep the team updated on product knowledge, industry trends, and customer service techniques.

Customer Success Strategy

• Develop and execute a customer success strategy focusing on customer satisfaction, retention, and growth.
• Implement customer feedback mechanisms to gather insights and improve service delivery.

Collaboration and Communication

• Collaborate with other departments, including Business Development, Marketing, and Product Development, to ensure a seamless customer experience.
• Act as a liaison between the customer service team and other departments to effectively address and resolve customer issues.

Customer Relationship Management

• Build and maintain strong relationships with key customers to ensure their needs are met, and they are satisfied with our products and services.
• Proactively engage with customers to understand their needs and provide personalized solutions.

Issue Resolution

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Develop and implement processes to prevent recurring issues and enhance overall customer satisfaction.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management, preferably within the dietary supplement or health and wellness industry.
• Extensive knowledge of dietary supplements and industry regulations.
• Proven track record of building and managing successful customer service teams.
• Strong leadership, communication, and interpersonal skills.
• Ability to analyze data and metrics to drive performance improvements.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in MS Office, customer relationship management (CRM) software, and e-commerce platforms such as Zoho and Shopify.