### Role Overview
We’re hiring a **Customer Service Manager** to own customer communication across email, text, phone, and paid ad comments. This role requires someone confident, emotionally intelligent, and culturally aware — especially when engaging in ad comments where “guy culture” and brand tone matter.
Your goal is to create genuine conversations, protect brand reputation, and turn customer feedback into actionable insights.
### Key Responsibilities
* Handle customer support via:
* Email
* SMS/Text
* Phone calls
* Moderate and engage in **paid ad comments**:
* Respond professionally while matching brand tone
* Understand and navigate “guy culture” interactions
* Proactively survey customers to:
* Gather feedback
* Understand objections and buying behavior
* Create authentic conversations, not robotic replies
* Process refunds and manage subscription cancellations
* Identify recurring issues and report insights to the team
### Requirements
* Experience in customer support for e-commerce or DTC brands
* Strong written and verbal communication skills
* Comfortable engaging publicly in ad comments
* Calm, solution-oriented mindset
* High emotional intelligence and brand awareness
### Nice to Have
* Experience with subscription-based products
* Familiarity with helpdesk tools (Gorgias, Zendesk, etc.)
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