About iRESTORE Laser

At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. We are at an inflection point in our growth curve and are searching for a CS Manager to join us on our journey to become a major global beauty brand.

Ideal Candidate:

The CS Manager leads and optimizes the customer service team to ensure high-quality support and efficient operations. This role focuses on driving team productivity, maintaining organized documentation, and ensuring that all customer-facing and internal resources are regularly updated. Strong leadership, process automation, and collaboration with other departments are key to success.

The ideal candidate has:

5+ years of experience in customer service operations, preferably in e-commerce or a related field.
Proven experience leading teams, improving performance, and meeting KPIs.
Strong data analytics skills with experience using customer service platforms (e.g., Zendesk, Gorgias).
Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
Excellent leadership, communication, and problem-solving skills.
Ability to adapt to new technologies and drive continuous improvement.

What you’ll do:

Lead and develop a high-performing customer service team across multiple channels (phone, email, chat, SMS, social media).
Implement strategic growth plans, recruitment, and training initiatives.
Forecast resource needs to support customer demands and product expansion.
Oversee and optimize daily operations, ensuring efficient and well-documented processes.
Regularly update knowledge bases and customer-facing resources for accuracy.
Manage process automation projects to reduce manual tasks and enhance efficiency.
Define and monitor KPIs such as ticket resolution time, customer satisfaction, and retention metrics.
Provide weekly, monthly, and quarterly reports on key metrics.
Collaborate with cross-functional teams to streamline escalations and improve workflows.
Gather and analyze customer feedback for continuous improvement.
Stay informed on market trends and competitor products to ensure service quality.
Prepare the team for new product launches through training and resource updates.

Our Core Values and what we built our culture around:

WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions
PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions
WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals
OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency
CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table
PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture

Company Benefits:

Medical and dental benefits after 6 months of tenure
Paid Time Off (PTO) for all full-time team members
High growth trajectory with quarterly/annual reviews
Quarterly Internet Reimbursement
Gym membership credit – your physical and mental health is super important
Work from anywhere - this is a remote opportunity
Annual Team Bonding Event