Customer Service Manager

Department:	eCommerce / DTC Operations
Reports To:	Executive Vice President, Consumer Business
Location:	Remote
Employment Type:	Full-Time
Experience Required:	3+ years in a related role

Colorescience is a premium clinical skincare brand specializing in mineral sunscreen and color-correcting products. Our products are physician-dispensed and sold direct-to-consumer via colorescience.com (Shopify), Amazon, and professional channels. We are in a high-growth phase backed by Roundtable Healthcare Partners, with DTC net sales of ~$32M and a rapidly expanding digital operation.

We are looking for a Customer Service Manager to own the day-to-day management of our customer service technology platforms, order management integrations, and process automation. This role bridges our customer service, eCommerce, and IT teams — ensuring that the systems powering our customer experience run efficiently and scale with the business.

The right candidate has hands-on experience with CS platforms (Gorgias or similar), returns/order management systems, and AI-assisted automation workflows. You are technically capable but business-minded: comfortable configuring platforms, writing automation rules, analyzing ticket data, and translating operational gaps into process improvements.

This role is critical to freeing up our retention marketing team to focus on growth initiatives by absorbing the technical platform management work currently handled across multiple team members.

Customer Service Platform Management (Gorgias)

•        Own and manage the Gorgias ticketing platform across email, chat, and SMS channels.

•        Build, maintain, and optimize AI agent workflows — including help center content, automation rules, and AI response accuracy.

•        Monitor AI resolution rates, identify gaps in AI responses, and continuously improve the knowledge base to increase automation quality.

•        Track and report on key CS metrics: ticket volume, CSAT score (target: >4.5), first response time, resolution time, and automation rate.

•        Partner with the CS team to triage escalated tickets and resolve platform-related issues.

Returns & Order Management (Loop Returns + OMS)

•        Manage Loop Returns platform end-to-end — workflows, policies, integrations, and troubleshooting.

•        Coordinate with quality, finance, and warehouse teams on return/exchange processes across Shopify, Intuitive (ERP), and Capacity (3PL/warehouse).

•        Identify and resolve integration issues between platforms that do not natively communicate (Shopify ↔ Intuitive ↔ Capacity ↔ Gorgias).

•        Document and enforce return policies in coordination with the quality team to ensure consistency.

Process Improvement & Automation

•        Audit existing CS and order management workflows to identify inefficiencies, manual bottlenecks, and automation opportunities.

•        Create and maintain SOPs for all key processes: fraud management, account merges, CCP requests, return policies, AI escalation procedures.

•        Implement documentation tooling (e.g., Scribe) to enable self-service resolution within the CS team and reduce dependency on individual knowledge holders.

•        Evaluate and recommend new tools, integrations, or workflow changes to improve operational throughput.

Cross-Functional Coordination

•        Act as the connective tissue between CS, eCommerce, IT, quality, finance, and warehouse teams on order lifecycle and customer experience issues.

•        Coordinate with external technical partners (e.g., Shopify consultants, platform vendors) on integration work and technical escalations.

•        Support the broader DTC team with data pulls, reporting, and operational insights from CS platforms.

AI & Loyalty Platform Support

•        Manage AI agent configuration within Gorgias, including rule-based responses for promotions, product inquiries, and order status.

•        Support Yotpo loyalty program queries and workflows as they relate to customer service interactions.

•        Stay current on platform updates (Gorgias, Loop, Shopify) and proactively implement relevant new features.

•        3+ years of experience in a Customer Service Manager, Customer Service operations, or DTC operations role within an eCommerce or consumer brand environment.

•        Hands-on experience with customer service platforms (Gorgias strongly preferred; Zendesk, Kustomer, or similar accepted).

•        Working knowledge of returns management platforms (Loop Returns, Returnly, Narvar, or similar).

•        Familiarity with Shopify and its ecosystem of apps and integrations.

•        Experience working with order management systems and/or ERP integrations (understanding of order lifecycle from placement through fulfillment and returns).

•        Demonstrated ability to configure AI/automation workflows within CS or operational platforms.

•        Strong analytical skills — comfortable pulling and interpreting data from dashboards to drive decisions.

•        Excellent documentation habits — experience creating SOPs, process maps, or knowledge bases.

•        Cross-functional communicator who can work effectively with technical and non-technical stakeholders.

•        Experience in beauty, skincare, health/wellness, or clinical/physician-dispensed brands.

•        Familiarity with Klaviyo, Attentive, Yotpo, or Ordergroove.

•        Experience with 3PL/warehouse systems (Capacity or similar).

•        Exposure to ERP platforms (Intuitive, NetSuite, or similar).

•        Background in or affinity for AI-powered customer service tooling.

•        Full ownership of Gorgias and Loop Returns platforms, with documented SOPs for all critical workflows.

•        CSAT score trending toward 4.5+ with a clear action plan for continued improvement.

•        Comprehensive audit of current CS automation rate with recommendations to increase AI-handled resolution by 10–15%.

•        Mapped integration points across Shopify, Gorgias, Loop, Intuitive, and Capacity — with a gap analysis of where manual work can be automated.

•        Established working relationships with CS, eCommerce, IT, quality, and finance teams.

Competitive salary commensurate with experience. Full benefits package including health, dental, vision, 401(k), and employee product discounts. This role offers significant growth opportunity.