Company Overview
Premium Invention is a fast-growing DTC eCommerce company headquartered in Vancouver, Canada. We design and sell wireless security cameras and accessories for residential, outdoor, and off-grid properties, primarily serving customers in the United States and other Western markets.
We operate as a lean, execution-focused team where leaders work alongside their teams, not above them.
Role Summary
This is a player-coach role combining hands-on customer support execution with team leadership.
You will personally handle tickets and calls daily (40-50% of your time) while managing a CS team of 2-3 reps. You will set the quality standard by doing the work yourself, track team performance through data, and own everything that happens after a customer buys.
You are expected to operate autonomously, catch problems before they escalate, and hold yourself and your team to high standards.
Core Responsibilities
Customer Support Execution (40-50%)
- Handle 20-40% of daily ticket volume yourself
- Take personal ownership of complex escalations and VIP customers
- Provide phone support coverage and fill gaps when needed
Team Leadership (30-40%)
- Manage CS team (currently 2-3 reps)
- Track performance daily: emails sent, calls answered, resolution times
- Identify underperformance immediately through metrics
- Provide real-time coaching and hold direct accountability conversations
- Deliver concise weekly performance reports to CEO
Systems & Process Improvement (20%)
- Reduce ticket volume through FAQs, templates, and proactive communication
- Identify repeat issues and collaborate with product/marketing to fix root causes
- Build SOPs and implement CSAT tracking
Required Qualifications
- 5+ years in customer service, with 2+ years leading teams
- Experience with e-commerce/DTC/physical products (not just SaaS)
- Personal track record handling high volumes of tickets and calls
- Proven experience managing underperformers and making difficult decisions
- Data-driven: check metrics daily, catch patterns before they become problems
- Hands-on mentality: comfortable handling 20-40% of ticket volume yourself
- Excellent written English for North American customers
- Technical comfort with cameras, 4G systems, solar tech, and mobile apps
- Experience with CS tools (Freshdesk, Zendesk, Gorgias, Intercom, or similar)
Non-Negotiables
- This is a working manager role you must handle tickets and calls yourself daily
- You verify performance with data, not blind trust
- You're willing to have direct, uncomfortable conversations about performance
- You take ownership of problems instead of making excuses
- Agency-only or SaaS-only backgrounds will not be considered
What This Role Is NOT
A pure management role where you just review reports
A role where you trust what people tell you without checking data
A role where you wait for problems to be reported
A role where you protect underperformers instead of addressing them
You'll Thrive Here If:
- You've been frustrated by CS teams that underperform when no one's watching
- You believe managers should work alongside their teams
- You check data obsessively because you don't like surprises
- You've successfully turned around underperforming teams
- You want full ownership over customer experience
Compensation & Benefits
- $2,000 $3,000 USD/month, depending on experience and location
- Full-time: 40-44 hours per week
- Schedule must overlap with North American business hours
- Fully remote with high autonomy
- Opportunity to build and scale the CS function
