Customer Service Manager

About TAO Clean

TAO Clean is reshaping everyday cleaning rituals with thoughtfully designed, innovative products that feel simple, smart, and elevated. The company is known for its award-winning Sonic Toothbrush, a product that has been featured on the Today Show more than 15 times and has built strong momentum in the oral care market for nearly ten years.

The business designs, develops, and manufactures personal care products with a focus on integrity, elegance, and practical innovation. The team is close-knit and values-driven, bringing together people who like to move carefully, think boldly, and work collaboratively.

If you want to join a company where customer care and product innovation go together, and where your work can have a real impact, this role is designed for you.

About the Role

TAO Clean is seeking a Customer Service Manager to guide, strengthen, and scale its customer support organization. The team already serves more than one million customers and maintains excellent service standards, including a 4.8 Trustpilot rating, omnichannel coverage, and very fast first response times. The next step is to turn that strong foundation into a truly world-class operation.

This position is centered on leadership, systems, and people development. It is not a hands-on queue-clearing role. Routine support is already handled through AI and helpdesk tools, so the manager will concentrate on coaching, structure, performance, and judgment.

What You Will Do

• Guide, coach, and grow a customer service team working across chat, email, phone, social media, returns, and reviews.
• Create structured onboarding, learning, and certification programs to formalize team development.
• Define KPIs for each team member, conduct regular performance check-ins, and map out growth plans.
• Build a steady, candid team culture that can stay composed, detailed, and emotionally balanced during demanding periods.
• Maintain an issue tracker and run ongoing, transparent performance evaluation, including direct coaching for underperformance.
• Develop documented workflows, standard operating procedures, and escalation routes with a strong process-first mindset.
• Own staffing coverage and build a forecasting model for peak seasons so demand is anticipated in advance.
• Improve automation and maintain strong quality and tagging standards across support tools.
• Convert support data into actionable insights and present findings and recommendations to executive leadership.
• Track open items such as disputes, chargebacks, reviews, and social channels so nothing is overlooked.

What You Bring

• At least 8 years of experience in customer service or customer experience, including 3+ years leading a support or CX team of ideally 8 or more people.
• Proven success in developing employees and improving team performance.
• A process-oriented approach, with experience creating training, SOPs, QA scorecards, or KPI systems from the ground up.
• Background in e-commerce or direct-to-consumer support, including returns, dispute handling, and seasonal demand spikes.
• Strong emotional intelligence and the ability to build calm, resilient, detail-focused teams.
• Confidence in presenting metrics and strategic plans to senior leadership.

Bonus Experience

• Experience supporting customers across multiple countries and time zones.
• Hands-on work with AI or automation in support operations.
• Experience leading a mix of full-time staff and seasonal or agency-based team members.
• Knowledge of subscription support, chargeback or PayPal dispute handling, and review platform management.
• Practical familiarity with customer support tools such as Gorgias, Siena or similar AI systems, Happy Returns, Shopify, AirCall, Trustpilot, Junip, Microsoft Office, and Google Workspace.

What We Offer

• Base salary of $95,000 to $110,000, depending on experience.
• Fully remote work from anywhere in the United States.
• The chance to build the customer service function rather than simply inherit an inflexible structure.
• Partially covered health insurance.
• PTO and company holidays off.
• A strong team culture and the opportunity to join one of the fastest-growing DTC toothbrush companies in the country.

How to Apply

Submit your résumé along with a short note to careers@taoclean.com. Instead of a standard cover letter, share an example of a time when you turned a team from good to great — what you built, how the team changed, what impact it had on customers, and what the results showed.

Eligibility

This position is open only to candidates who live in the United States and are authorized to work in the U.S. without sponsorship.

Equal Opportunity

TAO Clean is an equal opportunity employer and welcomes diversity. The company is committed to building an inclusive workplace for every employee.