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Customer Service Specialist
2 weeks ago
This is an in-house position. Please do not apply if you are looking for remote or hybrid work. Thank you.
About Inno SuppsAt Inno Supps, we're on a mission to help people unlock their full potential with cutting-edge, high-quality supplements. Our customers fuel everything we do, and we believe their experience should be just as powerful as our products. That's why we're searching for a Customer Service Supervisor who's ready to inspire, lead, and redefine what "world-class support" looks like.
Position SummaryWe're looking for a dynamic leader who can coach a remote team, streamline operations, and deliver unforgettable customer experiences. If you thrive in fast-paced environments, know how to build high-performing teams, and are passionate about health and wellness, this role is for you.
Key ResponsibilitiesLead with Impact: Supervise and mentor a remote team of reps-providing feedback, training, and motivation to elevate performance.
Drive Operational Excellence: Ensure SLAs, quality benchmarks, and productivity goals are consistently hit.
Champion the Customer: Resolve escalations with ownership and empathy, while spotting opportunities to improve processes.
Collaborate Across Teams: Partner with Marketing, Fulfillment, Product, and leadership to bring customer insights to the table.
Own Performance: Track KPIs, conduct virtual 1:1s, and share data-driven insights with the Director of Customer Service.
Train & Develop: Build virtual training programs that sharpen product knowledge, service skills, and consistency.
Leverage Tools: Maximize efficiency with platforms like Gorgias, Slack, Shopify, Recharge, and WMS systems.
Stay Policy-Aligned: Ensure policies on returns, exchanges, and promotions are followed-and help refine them.
Manage Chargebacks: Lead chargeback and dispute resolution, reduce rates by identifying trends, and work with finance and fulfillment teams for timely responses.
- Anticipate departmental needs and develop strategic initiatives to improve processes. Reduce response times, and elevate the customer experience.
2+ years in a customer service leadership role (e-commerce/supplements a plus).
Experience leading remote teams.
Proven coaching and team development skills.
Strong communicator with conflict resolution expertise.
Proficient in Gorgias, Zendesk, Shopify, Recharge, WMS, or similar platforms.
Detail-oriented, organized, and data-driven.
Passion for health, wellness, and delivering "wow" experiences.
Knowledge of chargeback and dispute management best practices.
A mission-driven company changing lives through health and performance.
A collaborative, growth-focused culture where wins are celebrated.
Competitive pay, benefits, and career growth opportunities.
Freedom to bring bold ideas that directly impact customer success.
Quarterly team events that unite our remote and in-office teams.
Free supplements in-office + 50% discount on all products.
Wellness perks like occasional in-office massage sessions.
