Senior Customer Service Operations Manager (DTC Wellness / …, Cape Town

Industry

Customer Service and Client Relations Work Arrangement

Remote (with time zone overlap) Job Type

Full-time Work Schedule

Full-time, with overlap with US working hours Locations

Anywhere Remote (PH, LATAM, EMEA) About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.Why Work with Us?

At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers. About The Company

Our client is a fast-growing direct-to-consumer wellness and functional nutrition company building science-backed products that simplify daily health routines. The company is focused on delivering exceptional customer experiences while scaling operations in a high-growth e-commerce environment. Role Overview

The Senior Customer Service Operations Manager will own and scale customer support operations for a fast-growing e-commerce business. This is a hands‑on, player‑coach role, beginning with direct ticket management and evolving into building repeatable processes, AI workflows, and a small support team. The role works closely with founders and cross‑functional teams to turn customer insights into meaningful business improvements. Candidates who thrive here are operationally minded, empathetic, detail‑oriented, and passionate about delivering exceptional customer experiences in a fast‑paced environment.Your Impact

Own end‑to‑end customer support operations to drive high satisfaction and retention. Implement efficient processes that reduce manual workload and improve consistency across the team. Enable AI‑assisted support to automate repetitive tasks and improve resolution speed. Collaborate cross‑functionally to surface insights that inform product, marketing, and retention strategies.Contribute directly to business outcomes through scalable, customer‑first operational improvements. Core Responsibilities

Hands‑On Customer Support Operations – 40%

Personally manage inbound customer tickets including refunds, subscription changes, cancellations, product inquiries, and order issues. Deliver fast, empathetic, and brand‑aligned written support across all customer touchpoints. Ensure high‑quality resolutions while balancing response speed and customer satisfaction.Process&Automation Design– 25%

Design clear, repeatable customer support workflows using structured if‑then logic. Build and maintain rules, macros, and automations within the helpdesk platform. Continuously refine processes to reduce manual workload and improve consistency. AI Enablement&Optimization– 15%

Configure, train, and optimize AI support agents to autonomously resolve repetitive inquiries. Identify ticket categories suitable for automation and measure AI resolution effectiveness. Iterate on AI workflows based on real‑world performance and customer feedback. Team Scaling&Enablement– 10%

Hire, onboard, and train additional human support agents as volume grows. Create clear playbooks and SOPs that mirror AI workflows for consistent execution. Coach agents on tone, accuracy, and customer‑first decision making. Metrics, Insights&Cross‑Functional Collaboration – 10%

Track and report on key metrics such as response time, resolution rate, CSAT, and refund rates. Partner with cross‑functional teams to surface customer insights. Use support data to inform product improvements and retention initiatives. Requirements

Must‑Haves (Required)

2–5+ years of dedicated customer service or support operations experience with direct, hands‑on ticket handling. Strong experience supporting e‑commerce or DTC businesses (subscriptions or recurring revenue strongly preferred). Excellent process and systems thinking with the ability to breakcomplex issues into simple workflows.Clear, empathetic written communication and a customer‑obsessed mindset. Comfort operating in an early‑stage, fast‑moving startup environment. Nice‑to‑Haves (Preferred)

Experience scaling customer support from founder‑led to team‑based operations. Background in wellness, supplements, or consumer health products. Exposure to AI‑assisted or automation‑first support environments. Tools Proficiency

Must‑Haves (Required)

Customer support helpdesk platforms (AI‑enabled or automation‑friendly) E‑commerce platforms and order management systems Internal documentation and SOP tools Nice‑to‑Haves (Preferred)

AI‑first helpdesk tools such as Gorgias, Zendesk, or Intercom Analytics and reporting dashboards for support metrics Benefits

Competitive Salary: Based on experience and skills Remote Work: Fully remote—work from anywhere Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency Team Incentives: Recognition for maintaining 100% CRM hygiene and on‑time reporting Generous PTO: In accordance with company policyHealth Coverage for PH‑based talents: HMO coverage after 3 months for full‑time employees Direct Mentorship: Guidance from international industry experts Learning&Development: Ongoing access to resources for professional growth Global Networking: Connect with professionals worldwide Our Recruitment Process

Application Screening Skills Assessment Top‑grading Interview Client Interview Job Offer Client Onboarding Ready to Join Us?

If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.

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