Customer Service Manager

Company: Sorso Wellness Water

About Us
Sorso Wellness Water provides advanced water purification solutions designed to deliver cleaner, healthier, and better-tasting water. Its unique process removes up to 99% of contaminants, then alkalinizes, ionizes, and hydroboosts the water for enhanced quality. In addition to point-of-use systems, Sorso offers high-quality whole-home water filtration and softener solutions. The company focuses on helping households and businesses improve their everyday wellness through reliable, easy-to-use water technology.
What You'll Do
* Lead and manage the day-to-day customer service team, setting standards for response quality and speed
* Handle escalated customer inquiries, complaints, and order issues with professionalism and care
* Develop and maintain customer service processes, scripts, and FAQs
* Monitor customer satisfaction metrics (CSAT, response time, resolution rate) and report on trends
* Train, coach, and support customer service representatives
* Collaborate with sales, logistics, and product teams to resolve recurring customer pain points
* Manage customer communication channels (email, chat, phone, social media inquiries)
* Identify opportunities to improve the overall customer experience
What We're Looking For
* Proven experience in customer service, with prior experience in a lead or supervisory role
* Excellent written and verbal communication skills
* 3+ Years of Experience as Customer Service Manager
* Strong problem-solving skills and a calm, solutions-oriented approach under pressure
* Comfortable using CRM /helpdesk tools and basic reporting
* Highly organized, detail-oriented, and able to manage multiple priorities
* Passion for wellness, health, and customer-first brands is a plus
What We Offer
* $1,200 USD/month
* A growing, mission-driven wellness brand
* Room to shape and improve our customer experience function
* Fully Remote

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