Customer Service Manager Vitamin Well USA

At Vitamin Well Group, we provide great-tasting drinks, snacks, and protein products. Our brands Vitamin Well, NOCCO, and Barebells are available across most of Europe, North America, the MENA region, and parts of Asia Pacific. With a revenue of 650 million euros, we operate in over 40 markets, with headquarters in Stockholm and offices in fourteen countries around the world.

Vitamin Well Group in the US 

Vitamin Well made its debut in the US market in 2019, initially introducing the NOCCO Performance Drink, followed by the launch of Barebells in 2020. Since then, the company has witnessed remarkable growth, with its products now widely available across the country in various gyms, gas stations, and grocery stores, including well-known chains such as Trader Joe's, Walmart, 7 Eleven, and numerous others. Our team is characterized by its high level of engagement, agility, and a shared passion for ensuring our brands become a staple in households across the US.

The US market has rapidly emerged as having one of the most significant volume increases across our markets. In response to this success, we have developed and launched products specifically designed to meet the unique preferences and needs of the US consumer.

About the Role 

We are hiring a Customer Service Manager to build and lead our customer support function from the ground up. We’re looking for a proactive and customer-focused leader to stand up and lead our customer support team, respond to inquiries, turn feedback into actionable improvements and help shape what exceptional customer care looks like at Vitamin Well. 

This role is equal parts team leadership, hands-on support, and strategic insight. You will be a key voice for our customers and a bridge between them and our internal teams while shaping and driving meaningful, personalized customer experiences across all omni-channel touchpoints. The role reports to the Head of Operations and is based at our US hub in Los Angeles. 

Core responsibilities include:

• Lead, coach, and support the Customer Support Representative/s
• Define team workflows, service standards, and escalation protocols
• Set and track KPIs (e.g., response time, CSAT, resolution rate)
• Provide regular feedback and run weekly team check-ins
• Be the architect of our customer service strategy

• Respond to customer inquiries via Freshdesk or similar CRM tool (email, chat, social)
• Act like an owner. Handle escalated or complex issues with empathy and efficiency
• Maintain a high level of customer satisfaction through thoughtful, timely communication
• Ensure every customer interaction reflects our brand values and voice

• Collect and analyze customer feedback from tickets, chats, and surveys
• Identify trends and recurring issues to improve service and product offerings
• Share insights with Product, Marketing, and Operations teams
• Recommend and implement process or product improvements
• Track the impact of changes made based on customer insights

Who you are:

Skills and Qualifications Desired:

• 3+ years in customer service or support, with at least 1 year in a leadership role
• Experience in a startup or high-growth environment is a big plus
• Strong communication and conflict-resolution skills
• Excellent communication and problem-solving skills
• Proficiency with help desk tools (e.g., Freshdesk, Zendesk) and reporting
• Highly organized, self-motivated, and comfortable wearing many hats
• A passion for improving customer experience

Welcome with your application at the latest June 23rd 2025. We will review applications on an ongoing basis and the position may be filled before the last application day.

As each candidate’s experience is unique, we kindly ask that you submit a résumé and not only apply with your LinkedIn profile.

Vitamin Well USA is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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