Customer Service Manager

**Location: Fully Remote (US)** **Job Type: Full\-Time** **Great customer experience doesn’t happen by accident, it’s built through systems, standards, and leadership.** We’re looking for a Customer Service Manager who can own the entire support function, improve performance, and lead a team that delivers fast, high\-quality interactions at scale. **About Uproot Clean** Uproot Clean is a fast\-growing, performance\-driven consumer brand built for pet owners. We operate across ecommerce and retail, and customer experience is a core growth driver—not a support function. We believe support should be proactive, efficient, and deeply aligned with the brand. That’s where you come in. **The Role** This is an ownership role. You will manage the customer service operation end\-to\-end: team performance, support quality, workflows, and continuous improvement. You are responsible for building a support function that scales efficiently without sacrificing customer experience. While this is a leadership role, this is not a hands\-off position. You are comfortable staying close to the day\-to\-day operation and stepping in when needed—whether that’s handling escalations, supporting volume spikes, or jumping into tickets to ensure the team maintains speed and quality. **This Role Is For You If:** * You think in systems, not just tasks * You have experience managing and improving customer support teams * You care about metrics, performance, and continuous improvement * You can balance speed, quality, and customer satisfaction * You take ownership and proactively solve problems * You are comfortable leading a remote team **This Role Is NOT For You If:** * You prefer executing tasks rather than leading systems and people * You struggle to make decisions or prioritize effectively * You are not comfortable working in a fast\-paced environment **What You'll Do** **Team Leadership \& Performance** * Manage, coach, and develop the customer service team * Set clear performance expectations and track KPIs * Ensure consistent quality across all customer interactions **Support Operations** * Oversee daily support across email and social channels * Ensure SLAs, response times, and resolution quality are met * Optimize staffing and workflows to handle volume efficiently * Step in as needed to support the team during peak volume or complex cases **Order \& Refund Management** * Identify inefficiencies and improve support workflows * Build systems, playbooks, and documentation for scale * Reduce ticket volume through proactive solutions **Customer Experience Ownership** * Ensure every interaction aligns with brand voice and standards * Handle escalations and complex cases * Turn negative experiences into retention opportunities **Cross\-Functional Collaboration** * Work with marketing, operations, and product teams * Share insights, trends, and recurring issues * Influence decisions based on customer feedback **Requirements** **Must have:** * **Proven experience** managing customer service teams (ecommerce/DTC preferred) * **Strong** analytical and problem\-solving skills * **Excellent** written and verbal communication * **Experience** with support tools and CRM platforms * **Ability** to manage performance and drive accountability **Work Requirements** ⏰ **Schedule:** Monday\-Friday, 8:00 AM \- 5:00 PM EST 💻 **Workspace:** Fixed, professional setup required (stable internet \+ backup plan) **Benefits \& Compensation** * **Fully remote** * **Paid time off** * **Flex days.** Enjoy an extra quarterly day off to unwind and recharge energies whenever you desire * **Health, dental and vision insurance** * **Ownership \& autonomy** \- trusted to build and execute strategy **Ready to Apply?** If you want to build and lead a high\-performing customer service operation, apply now.