Inno Supps · 8 hours ago
Customer Service Specialist
Henderson, NV
Full-time
Onsite
Mid, Senior Level
2+ years expInno Supps is a mission-driven company focused on providing high-quality supplements to help people unlock their full potential. They are seeking a Customer Service Supervisor to lead a remote team, streamline operations, and enhance customer experiences in a fast-paced environment.
Dietary SupplementsManufacturingNutrition
Responsibilities
Lead 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
Qualification
Required
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
Benefits
Competitive pay, benefits, and career growth opportunities.
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.
Company
Inno Supps
Inno Supps is a manufacturing company that provides natural sports supplements, clean vegan protein drinks, and vitamin gummies.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2024-05-24
2024-02-09
Generation Iron
2024-02-09
Company data provided by crunchbase