Ikigai Cases is hiring for a Customer Service Manager
Location: Remote
Compensation: $1800 per month + performance-based bonuses
About the Company
Ikigai Cases (www.ikigaicases.com) is a family-owned e-commerce business selling premium metal pill cases. Founded in December 2021, the business has been operated by two brothers from Washington, DC since then. After four years, the company has grown to selling thousands of pill cases every month and double-digit team members, including a thriving remote team.
Our mission is simple: to make exceptional pill cases and provide exceptional customer service. We uphold this commitment by managing our fulfillment operations in-house and offering white-glove service to our customers.
We are looking to hire a Customer Service Manager to join our growing remote team.
5 Core Responsibilities
- Elite Decision-Making & Judgment: Make consistently correct judgment calls in ambiguous customer situations where policies do not explicitly apply, setting clear precedent that protects the customer experience while maintaining company standards.
- Elite Customer Service Execution: Confidently step into any customer ticketnew, escalated, or mid-threadand resolve it correctly. Serve as the final escalation point for complex, high-risk, or high-value customer issues.
- Template & Response System Ownership: Continuously convert real customer interactions into high-quality templates, macros, and decision guides that eliminate repeat mistakes and dramatically increase team efficiency.
- Customer Service System Builder: Own and improve the customer service ecosystem end-to-end, including tools, workflows, tagging, reporting, policies, cheat sheets, and escalation paths, turning daily chaos into structured, scalable systems.
- Head of Training, Coaching & Performance: Hire, onboard, train, coach, and performance-manage customer service representatives. Develop A-players, correct underperformance early, and maintain a consistently high bar across the team.
Why You Should Take This Role
- You'll be working at a brand that is obsessed with their customers and has built a loyal following. Just read a few of their reviews: https://ikigaicases.com/pages/reviews
- You'll be working at a company that has scaled up extremely quickly - while focusing on the operational side of the business. Now that the operations are stabilized with key roles in place, we are focused on investing in growth.
- You'll be working with people who have extreme levels of competitive fire in their bellies - people who will run through walls to make sure the company succeeds.
- You'll be working hand-in-hand with the founders of the company - building the systems and growth strategy together.
- You'll be working at a company with a robust product development roadmap that includes new colors / products releasing monthly
Required Experience & Skills Experience
- 3+ years served as a Customer Service Manager or Lead, managing a team of 6+ customer service representatives handling high-volume email-based support for a U.S.-based e-commerce brand.
- Extensive hands-on ticket experience not removed from the queue with a history of personally handling escalations and complex customer cases.
- Long-term ownership of CS documentation, including building and maintaining SOPs, templates, macros, and internal cheat sheets used daily by a CS team.
- Direct responsibility for training CSRs, including onboarding new hires, running ongoing coaching, and reinforcing standards over time.
- Multiple years of Shopify usage, including order review, edits, refunds, replacements, and understanding fulfillment states.
- Daily use of a helpdesk platform such as HelpScout, Gorgias, Zendesk, or similar, in a real production environment.
- Experience operating within a growing e-commerce team, where customer service decisions had real downstream impact on operations, fulfillment, and revenue.
- Must be based outside the United States.
Communication & English Proficiency
- Strong written and verbal English skills.
- Ability to communicate effectively with internal teams and external partners via email.
- Ability to receive and provide constructive feedback.
Compensation Details
- Compensation: $1800 per month + performance-based bonuses
- Work Hours: 50 hours per week, Monday to Friday, 7AM - 5PM EST
- Paid Holidays: 10 paid holidays per year
- PTO: 1 week earned for every 6 months worked at the company
To Apply
Fill out the application form here: https://forms.gle/qbr6EzKDJBncjRpt9
This application includes a number of questions in order to ensure we hire an outstanding candidate for this position, so please be advised in advance that it will take time to complete.
Applications are reviewed on a rolling basis. Qualified candidates will be contacted for interviews.
