Call Team Manager - DTC E-Commerce

Call Team Manager - DTC E-Commerce (US Customers)

We're a US-based DTC e-commerce company operating multiple storefronts serving US customers. We're building an inbound call team from the ground up focused on customer retention, support, and subscription management, and we need someone to own and run it.

This is not an agent role. You will be the person who builds, manages, and optimizes the entire call operation.

What You'll Be Doing:

• Hiring & Vetting: Source, interview, and pre-vet call agents to make sure they're the right fit before they ever touch a phone. You own the hiring pipeline.

• Training & Onboarding: Build and run the training program for new agents. Get them up to speed fast and make sure quality stays consistent.

• Script Development: Create, customize, and continuously improve call scripts for retention, cancellations, refunds, and general support. Test what works, cut what doesn't.

• Performance & Data Analysis: Track call metrics (hold times, resolution rates, save rates, call outcomes) and use the data to optimize agent performance, scripts, and workflows.

• Staffing & Scheduling: Build and manage call heatmaps to ensure we have agents staffed at peak times. Target: hold times under 1 minute.

• Day-to-Day Management: Handle scheduling, QA, coaching, escalations, and accountability across the team.

What We're Looking For:

• Experience managing or building a call team (inbound CS, retention, or telemarketing)
• Strong recruitment and interviewing skills - you know how to spot a good phone agent
• Comfortable with data - you can read call reports, spot trends, and make decisions from numbers
• Experience with call center tools and dialers
• Excellent English communication skills
• Reliable internet and a professional home office setup
• Available to overlap with US business hours (EST preferred)

Bonus Points:

• Experience in e-commerce, subscription businesses, or DTC brands
• Familiarity with Shopify, CRM platforms, or helpdesk tools (Gorgias, Zendesk, etc.)
• Background in workforce management or scheduling optimization

This is a long-term, full-time role with room to grow as the team scales. If you've built or managed a call floor before and want to do it again with a fast-moving company that gives you real ownership - we want to hear from you.

To apply, send a brief loom about your call team experience and what a good call operation looks like to you.