Inno Supps · 1 day ago
Customer Service Specialist
Henderson,NV,US
Full-time
Onsite
Mid, Senior Level
2+ years expInno Supps is on a mission to help people unlock their full potential with high-quality supplements, and they are seeking a Customer Service Supervisor to lead their customer service team. The role involves mentoring a remote team, ensuring operational excellence, and enhancing customer experiences.
Dietary SupplementsManufacturingNutrition
Responsibilities
Supervise and mentor a remote team of reps-providing feedback, training, and motivation to elevate performance
Ensure SLAs, quality benchmarks, and productivity goals are consistently hit
Resolve escalations with ownership and empathy, while spotting opportunities to improve processes
Partner with Marketing, Fulfillment, Product, and leadership to bring customer insights to the table
Track KPIs, conduct virtual 1:1s, and share data-driven insights with the Director of Customer Service
Build virtual training programs that sharpen product knowledge, service skills, and consistency
Maximize efficiency with platforms like Gorgias, Slack, Shopify, Recharge, and WMS systems
Ensure policies on returns, exchanges, and promotions are followed-and help refine them
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.
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.
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