Overview
Customer Service Manager Jobs in United States at Uproot Clean
Title: Customer Service Manager
Company: Uproot Clean
Location: United States
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.
