Customer Experience & Support Supervisor

Company: Healing Leaves (HOTN)

Remote | Direct-to-Consumer (DTC) | Dietary Supplements
We are seeking an experienced, proactive Customer Experience & Support Supervisor to oversee customer service operations for a growing dietary supplement business. This role is ideal for someone who enjoys solving problems, managing external partners, improving processes, and creating an exceptional customer experience.
The supervisor will oversee third-party call center performance, manage escalated customer issues, monitor customer feedback and chargebacks, and track key performance metrics. Working closely with operations and marketing, this person will help improve customer retention, streamline workflows, control costs, and identify opportunities to leverage AI and automation.
Key Responsibilities
* Oversee daily customer service operations and third-party call center performance.
* Manage escalated customer issues, order concerns, chargebacks, and customer reviews.
* Develop and improve customer service procedures, FAQs, and training resources.
* Support subscription retention, customer satisfaction, and brand reputation.
* Monitor performance metrics and provide actionable reporting to leadership.
* Identify opportunities to improve efficiency through process improvements, technology, and AI.
Qualifications
* 3+ years of customer service supervisory experience in the dietary supplement industry.
* Experience managing outsourced customer service teams or call center partners.
* Strong communication, organizational, analytical, and problem-solving skills.
* Familiarity with e-commerce operations, subscriptions, returns, and payment disputes.
* Experience with Shopify, Zendesk, Recharge, or similar platforms preferred.
* Knowledge of AI-powered customer support and workflow automation is a plus.
Ideal Candidate
A hands-on, detail-oriented leader who takes ownership, communicates effectively, and balances excellent customer service with operational efficiency. The successful candidate will thrive in a fast-paced, growing DTC business and be comfortable adapting as the organization expands.


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