*Open to Colorado, Arizona, Oregon, Montana, and Washington residents only. This position is for a fully remote role*
To apply: Please use the link below, a cover letter is required. We will not be reviewing applications sent through Indeed
https://wkf.ms/46bYpiY
Ready to lead a team that actually gives a damn about women's health? We're hunting for a Customer Service Leader who can bring both the leadership chops and the heart to manage our incredible team at Parlor Games. This is a full-time, 35 hours/week gig for someone who thrives in the whirl of change of a mission-driven company and knows how to deliver support that's both compassionate and effective.
Here's the real talk: Our customers are dealing with vaginal dryness, urinary incontinence, and painful intercourse, topics that society loves to whisper about but we discuss openly and without shame. For many women, that first conversation with our team is a game-changer (pun intended), so your ability to build trust, create genuine connection, and lead with empathy isn't just nice to have….it's everything.
What You’ll Do:
- Lead and mentor a team of Customer Service Agents (10-30 people).
- Forecast department goals and guide your team to achieve them.
- Ensure team members have the training, tools, and resources needed to succeed.
- Participate directly as part of the Customer Service Team when needed.
- Develop, implement, and evolve service procedures, policies, and standards.
- Track KPIs and SLAs, analyze customer service data, and create accurate reports.
- Foster a positive, empowered environment where team members can excel.
- Contribute to operations planning and product launch strategy.
What We’re Looking For:
- 7+ years of managerial experience in an office environment.
- 5-7 years of recent e-commerce customer service leadership experience.
- Proven omnichannel service expertise (phone, email, live chat, text, social).
- Demonstrated experience managing remote teams of 10-30 members.
- Strong background in building and leading by data driven KPIs and SLAs.
- Strong focus on using data and technology to solve problems
- Obsessed with improving CS teams to get the most efficient and happy team possible while still meeting business needs
- Completed some form of advanced management training.
- Calm, empathetic, and professional demeanor, especially in sensitive conversations.
- Direct experience with (or deep understanding of) the impacts of hormone imbalance/insufficiency.
- Comfort talking openly about women’s health topics such as incontinence and vaginal dryness.
Skills & Traits for Success
- Demonstrated ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Problem solving, Can-Do attitude
- Desire to help post-menopausal women
- Exceptional communication skills– both written and verbal– and the ability to quickly build a genuine rapport over the phone
- Good at managing time and moving easily between different types of tasks while remembering all the details
- Hard Work ethic with a desire to contribute to the larger goal of high-quality care
- Attention to detail and almost obsessive need to be accurate
- Team Player
Nice to Have
- Experience with Zoho Desk or similar systems Intercom, Zendesk, etc
- Previous work in a rapidly growing company before that's around 50 people in size
- Alignment with Parlor Games’ brand voice and style.
- Prior experience of being in a company that scaled to 50–100+ people
Compensation and Benefits
- $80,000.00 - $95,000.00 per year plus performance bonuses
- 401k plan participation 3% Safe Harbor contribution (match not required)
- Employee discounts on all products
- Health Reimbursement Account $2,000 per year plus $2,000 per year for dependent/spouse
- 15 days PTO
- 6 paid holidays
- Remote position potential
To apply: Please use the link below, a cover letter is required.
https://wkf.ms/46bYpiY
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Flexible schedule
- Flexible spending account
- Paid time off
Work Location: Remote
