Overview
Customer Service Manager Jobs in United States at Fuel Meals
Title: Customer Service Manager
Company: Fuel Meals
Location: United States
Fuel Meals is a DTC food subscription brand with a lean internal team and strong growth momentum. We've built the CS Function and now need someone to come in and own it. Optimise where needed and build where needed.
Role Description Fuel Meals' first internal CS leader. You'll take ownership of an offshore CS team, build and transform CS from a reactive ticket function into a proactive customer experience lever. This role is for a doer and a leader. The agents can handle the ticket load while you audit macros, build SOPs, optimise AI support, and build out net new functions. This person will also act as the VOC in the room with the rest of the revenue team.
What You Will Own
- Own the offshore CS team day to day — quality, responsiveness, tone, and output
- Build and run the cancel save programme, including scripts, offers, and escalation paths
- Optimise CS metrics: first response time, resolution rate, save rate, CSAT
- Audit all macros and AI experiences, making updates where necessary
- Create the SOPs and training materials the offshore team follows
- Work with the Retention Manager on save sequences
- Identify patterns in cancellation reasons and feed insights back to Product and CRO
- Manage tooling for the CS function (helpdesk, escalation workflows)
What You Bring
- 3–5 years in customer service leadership, ideally at a subscription or DTC brand
- Experience managing offshore or distributed teams
- Proven track record building cancel-save programmes or retention-focused CS operations
- Data literate — you track the metrics that matter and know how to improve them
- Strong communicator who can write SOPs and coach others to follow them
Compensation
- $90K-$110K Base
- Performance Bonus
- Medical & Dental
