[Hiring] Customer Service Manager @L-Nutra

Role Description

Lead the Team Our Customers Actually Talk To

L-Nutra is a clinical nutrition and longevity company built on more than 25 years of research and over $36M in NIH and EU funding. Our Prolon Fasting Mimicking Diet is the first clinically studied program that delivers the benefits of fasting while you eat — and it has earned real credibility with consumers, physicians, and a growing healthcare footprint.

For most of our customers, the people they talk to when they have a question are the company. We're looking for a Customer Service Manager to lead that team day to day across the United States, Canada, and Australia — someone who combines real people leadership with operational rigor, knows the product well enough to coach on it, and treats a customer's question about a five-day fast with the care it deserves.

Customer service at L-Nutra is where retention is won or lost. A customer midway through a fast, a subscriber deciding whether to stay, a patient enrolled through their physician — each of them lands with your team first. How quickly, accurately, and warmly we respond shapes whether they come back, and what they tell the people around them.

This seat owns the daily operation of the customer service team: coaching and developing a distributed team of representatives, keeping service quality consistent across three markets, and running our platform (Gladly) so the team spends its time on customers rather than workarounds. You'll partner closely with the Director of Customer Service on the bigger moves — retention, automation, and the member experience for our Longevity Program — with real runway to grow as the company does.

Qualifications

• Customer service management or team leadership experience, including coaching, performance management, and team development.
• Experience in health, wellness, nutrition, or another customer-focused industry where the product matters to people's lives.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong organization and sound judgment; you manage competing priorities without needing to be told what to do first.
• Emotional intelligence and professionalism — you handle difficult conversations with customers and teammates constructively.
• Comfort in a fast-paced, entrepreneurial environment where priorities evolve and everyone contributes.
• An instinct for learning new technology, spotting what could work better, and taking the initiative to fix it.

Requirements

• Advanced experience with Gladly — administration, reporting, workflow optimization, automation, and AI-powered capabilities.
• Experience implementing or optimizing AI tools in a customer service environment.
• Experience with Shopify, Loop Subscriptions, and related e-commerce and customer service platforms.
• A strong grasp of retention, subscription management, and the sales opportunity inside customer service — loyalty and lifetime value, not just ticket closure.
• Experience managing remote, international, or outsourced customer service teams.
• Nutrition literacy: a background in nutrition education or client-facing nutrition work, or a related credential, that lets you coach the team on product questions with confidence.
• Knowledge of Prolon, fasting, metabolic health, or longevity science.

Benefits

• Mission-driven work with real, measurable impact on human health.
• Flexible PTO.
• A fully remote role with a team that is flexible and considerate about how we work together.
• Competitive compensation + healthcare benefits.
• 401(k) matching up to 4%.
• The opportunity to grow with the company as we scale.

Company Description

Compensation: $90,000–110,000 base pay. Benefits + bonus + equity. Final compensation will be based on experience, scope, and impact.