Remote Wellness Customer Services Manager

Company: A UK-Based Premium Wellness Brand
Location: Remote
Job Type: Full-time
Salary: $1,000/mth+ Competitive, commensurate with experience
Note: Applications without a cover letter will not be considered.

About Us
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We are a UK-based company at the forefront of creating healthier living and working environments. Our carefully curated product range includes air and water filtration systems, EMF protection solutions, infrared saunas, healthy lighting, and more.
We work with high-net-worth individuals and conscious customers globally, helping them transform their spaces into sanctuaries of wellbeing.

We’re now looking for a remote-based Customer Services Manager to join our team. If you're an experienced customer service and sales professional with a passion for wellness, a proactive mindset, and a drive to deliver exceptional customer experiences—this could be your ideal role.

Key Responsibilities
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- Customer Service Management
- Lead and manage day-to-day customer service operations
- Respond to customer queries via email, phone, and chat in a timely, professional, and empathetic manner
- Deliver a premium customer experience from first touch to after-sales support

Product Expertise & Support
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- Gain in-depth knowledge of our wellness products (e.g., air/water filters, EMF protection, saunas, lighting, supplements)
- Offer personalised, expert guidance to help customers find the right solutions
- Support customers in combining products for holistic wellness outcomes

Sales Support & Upselling
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- Provide thoughtful, tailored recommendations to meet customer needs
- Identify natural opportunities for upselling and cross-selling
- Manage sales, order tracking, follow-ups, and ensure smooth post-purchase communication

Process & Performance
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- Monitor service quality and ensure every touchpoint reflects our high standards
- Analyse customer feedback and performance data to identify areas for improvement
- Proactively suggest and implement process enhancements

Team Collaboration
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- Work closely with marketing, logistics, and finance teams to ensure operational alignment
- Coordinate with suppliers and internal stakeholders on inventory and order fulfilment
- Support with administrative tasks related to product sourcing and customer orders

Ongoing Learning & Development
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- Stay informed on wellness trends and industry developments
- Participate in training sessions and product deep-dives
- Share insights to contribute to team growth and customer education

What We’re Looking For
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- Experience: 5+ years in a customer service and/or sales role, ideally within wellness, lifestyle, or international e-commerce
- Industry Passion: A genuine interest in holistic health and sustainable living
- Communication: Fluent written and spoken English
- Tech Proficiency: Confident with tools like Shopify, Klaviyo, Gorgias, or other CRM/customer service platforms
- Problem Solver: Proactive, solution-oriented, and self-sufficient
- Detail-Oriented: Highly organised with strong multitasking and time management skills
- Collaborative: Able to work independently while being part of a remote global team

Working Hours & Benefits
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- Full-time (approx. 40 hours/week)
- Monday to Friday, with some flexibility to overlap with UK business hours
- 100% remote working
- Competitive salary, negotiable depending on experience
- Long-term role with opportunity to grow into a leadership position
- Work with a purpose-driven, wellness-focused international team

How to Apply
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If you’re passionate about wellness and love delivering exceptional service to conscious customers around the world, we’d love to hear from you.
Please send your CV and a full cover letter explaining why you're a great fit for this role.
Note: Applications without a cover letter will not be considered.