Customer Service Manager (DTC Ecommerce) · Oralux
About Oralux
Oralux is a direct-to-consumer ecommerce brand behind GumRevive, a dermatologist-designed red light therapy device for gum health. We sell directly to customers who are often skeptical, have been let down by other products, and need a support team that treats them as intelligent adults. Oralux is part of HarZa Group, a remote-first operator that builds and scales DTC health and wellness brands, with more than 150 people across 15+ countries. Our customers are the heart of the business, and the person in this role owns that relationship end to end.
About the Role
We are looking for a Customer Service Manager to lead and grow our support function. You will inherit a small team and be responsible for scaling it as we grow: hiring, training, setting standards, and building the systems that let us deliver fast, honest, genuinely helpful support at higher volume.
This is a hands-on manager role. You will be close enough to the tickets to know exactly what customers are experiencing, while building the structure and the team to handle them well. You will manage across email, chat, and phone, you will help shape the voice for what customers need, and you will be the person accountable for how well we serve them.
In a DTC subscription business, customer service is not a cost center. It is a revenue lever. The way cancellations, returns, and refund requests are handled directly affects churn, refund rate, a
