Naked Nutrition is a fast-growing premium supplement brand looking for a full-time Customer Service Manager with experience implementing and managing AI-driven tools and automation solutions to enhance customer support operations. This role is ideal for someone who combines a strong background in customer service management with a passion for technology and process improvement.
You will be responsible for overseeing the customer support team and deploying innovative AI solutions to streamline workflows, reduce response times, and deliver outstanding customer experience.
This is a fully remote – 1099 position.
Responsibilities
- Lead, mentor, and develop the customer service team to consistently meet or exceed service KPIs.
- Identify opportunities to integrate AI and automation tools (chatbots, AI ticket triage, knowledge base optimization, etc.) into customer support operations.
- Manage the implementation, training, and adoption of AI systems to ensure efficiency and positive customer outcomes.
- Monitor and analyze customer service metrics to assess the impact of AI solutions and refine processes.
- Develop and maintain policies, processes, and best practices for both human and AI-driven service interactions.
- Respond to escalated customer inquiries on a regular basis
- Manage refunds and returns in a timely manner
- Communicate Customer Service Team updates to senior leadership weekly
- Collaborate with marketing team to support promotional product orders
Qualifications
- 5+ years of experience in customer service management, with proven leadership skills.
- Hands-on experience with AI-powered customer service tools (e.g., Zendesk AI, Intercom Fin, Ada, Forethought, Genesys AI, Salesforce Service Cloud AI, etc.).
- Strong analytical and problem-solving skills; able to use data to drive decisions.
- Excellent communication, coaching, and change management skills.
- Track record of successfully implementing new technologies and leading teams through transformation.
Preferred Skills
· Experience leading the implementation of a new AI technology
· CPG or Nutrition category experience
· Experience working with both Amazon and Shopify
- Detail-oriented and self-motivated in a remote work capacity
How To Apply: Please send an email to [email protected] with the subject line: Customer Service Manager Opportunity. Include your resume and briefly describe your experience working with or implementing AI applications in a customer service role.