Customer Care Manager

Customer Care Manager About Us

Have you ever wondered why we rely on harmful chemicals and artificial ingredients to maintain our body’s health? We have. After years of battling on-and-off tonsillitis, our founder Carly Stein finally found relief in an ingredient called propolis: a combination of tree and plant resin created by bees to protect the hive. We aren’t just creating cleaner alternatives to the traditional medicine cabinet;

we’re creating all-around cleaner products. Period. We merge modern science with natural medicine to prove that clean medicine can actually work. We believe that today’s most common health problems can be solved with better-for-you ingredients found right in nature. We source the highest-quality, humane ingredients, and we never water them down with artificial extras. We care about the world around us and the people in it.

It’s what drives our entire brand. We don’t just care because it’s cool; it’s our genuine belief that our products empower you to take your health into your own hands. We’re all better human beings when we feel our best, right?

You'll own the end-to-end customer care function — the inbox, the policies, the systems, the reporting, and a small support team. This is a highly cross-functional role: you're the voice of the customer inside the company, turning frontline conversations into insights that shape product, operations, and marketing decisions. You'll manage both a part-time contracted support agent and an AI support agent, building a care experience that balances customer delight with financial responsibility.

• Own the customer care inbox across email, chat and phone, maintaining fast response times and high-quality resolutions
• Handle sensitive questions and topics with empathy, tact, and professionalism — including health-related inquiries where careful, compliant language matters
• Execute order management in Shopify: cancellations, modifications, refunds, address changes, and subscription adjustments
• Monitor on-site reviews and actively respond to negative reviews, working directly with those customers to repair the relationship
• Own escalations end-to-end, including chargebacks and payment disputes

• Manage a part-time contracted customer care agent: set priorities, review quality, coach performance, and manage coverage scheduling
• Manage and improve our AI support agent: write guidance, review and test responses, give structured feedback, and continuously raise the quality of the AI experience for customers
• Design how work flows across yourself, your contractor, and the AI agent — routing the right tickets to the right resource

• Own tagging taxonomy, macros, and workflows to drive efficiency and clean data
• Own and maintain help center / FAQ content so customers can self-serve accurately — keeping it current as products, policies, and promotions change
• Ensure all customer-facing communication (macros, AI responses, review replies, help center content) operates within regulatory and compliance guardrails for a wellness brand, partnering with legal on approved language

• Own customer care policies (refunds, replacements, shipping issues) — balancing a great customer experience with financial responsibility
• Proactively propose and drive policy changes when customer feedback or cost data signals the need
• Set escalation and exception frameworks so your team and AI agent can resolve issues consistently without over-refunding

• Run closed-loop communication with Amazon, retail, ecommerce, product, and operations teams — routing customer learnings to the right owners and following through on resolution
• Build and share monthly reporting: ticket volume and drivers, CSAT, response and resolution metrics, product quality signals, refund/policy cost trends, and emerging themes
• Own CX performance metrics — CSAT, first response time, resolution time — including setting targets and driving improvement against them
• Flag product defect and quality trends early and elevate appropriately

• 4+ years in ecommerce customer…