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?
About the Role  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.
Responsibilities:
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
Team & AI Management   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
Systems & Process Ownership   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
Policy Ownership   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
Cross‑Functional Feedback Loops   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…