Customer Service Manager

Death is our only foe. 

Blueprint was founded by Bryan Johnson, who has the world’s best comprehensive biomarkers. He is quantitatively the healthiest person on the planet. 

Blueprint is methodically built on science. Bryan freely shares his protocol, learnings and data with everyone to use. Blueprint has also developed a family of nutritional products to make the benefits of the Blueprint protocol affordable and available to all.

We’re a small, tightknit team working to clean up the global food supply, provide healthy food to everyone, and build Don’t Die into the most influential ideology in the world. We move quickly, work efficiently, and enjoy an environment defined by competence

We are seeking an innovative and results-oriented Customer Service Manager to lead our customer support team while driving efficiency, revenue generation, and exceptional customer experiences. In this role, you will be responsible for improving proactive support initiatives, implementing AI and automation tools, and creating revenue generating opportunities.

The ideal candidate combines strong leadership skills with a strategic mindset, a passion for leveraging technology, and a commitment to enhancing customer satisfaction. You will work crossfunctionally to align customer service objectives with broader business goals, ensuring your team delivers measurable results. 

Requirements

Position Responsibilities:

• Team Leadership and Development
• Recruit, train, and mentor a high performing customer service team (internal and external), fostering a customer-first culture.
• Provide ongoing coaching to ensure agents are equipped to handle escalations, upselling, and proactive outreach.
• Set clear performance goals for the team, aligned with OKRs and KPIs, and track progress regularly.
• Establish and enforce service standards, policies, and procedures.
• Manage scheduling and workload distribution to ensure adequate coverage across all channels (e.g., phone, email, chat).
• DataDriven Decision Making
• Analyze customer service performance metrics, including AI/chatbot resolution rates, CSAT scores, and revenue generated from support interactions.
• Use insights from customer behavior and feedback to continuously refine processes, tools, and training programs.
• Prepare and present performance reports to leadership, highlighting progress on OKRs and KPIs.
• Proactively identify recurring customer pain points and collaborate with other departments to address root causes.
• AI and Automation Implementation
• Lead the adoption and optimization of AI driven customer support tools, including chatbots and self-service platforms.
• Oversee the automation of repetitive tasks, ensuring >30% of support tasks are automated within 6 months.
• Monitor the performance of AI tools, including resolution rates, average handling times, and escalations.
• Customer Satisfaction and Experience
• Ensure customer interactions achieve high CSAT scores by improving the quality of staff and chatbot responses and escalation processes.
• Monitor and address customer complaints related to AI handled queries, ensuring continuous improvement.
• Drive the creation of proactive customer education resources (e.g., tutorials, guides) to reduce inbound ticket volume.
• Stay updated on industry trends and recommend new technologies or practices to improve the customer experience.

Basic Qualifications:

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 5+ years of experience in customer service, with at least 3 years in a leadership role.
• Experienced with Gorgias (or equivalent), Shopify, and 3PL systems stack.
• Proven experience implementing AI or automation tools in a customer service environment.
• Strong understanding of customer satisfaction metrics (e.g., CSAT, NPS) and strategies for improvement.
• Excellent communication and problem solving skills, with a focus on innovation and efficiency.

Preferred Skills:

• Experience in revenue generation through customer support (e.g., upselling, crossselling).
• Familiarity with CRM platforms, AI driven tools, and customer service reporting software.
• Knowledge of proactive support strategies, including customer education and outreach campaigns.

Benefits

Salary Range: $75,000 to $100,000