Connecting People, Plants & Planet to Create Healing

Tucked into the beautiful Blue Ridge Mountains of Western North Carolina, Gaia Herbs offers a unique opportunity to join an industry-leading company that produces the highest quality herbal supplements in the world.

About Us:

Since Gaia Herbs was just a seedling in 1987, we have remained true to our purpose: connecting people, plants, and planet to create healing. We knew then what many are coming to realize now—plants and people are inextricably linked, and that plants hold the wisdom we need to heal.

As a Certified B Corporation, Gaia Herbs believes in the healing power of nature, and we make it our business to build exceptional teams of responsible environmental stewards who produce outstanding products.

Our Culture:

Gaia Herbs cares deeply about our people, so the well-being of our employees and communities is always a top priority. We are committed to maintaining an inclusive and supportive workplace where communication and mutual respect are the norm. We strive for excellence by taking initiative, leaning into collaboration, and delivering results in all that we do.

Why Gaia Herbs?

At Gaia Herbs, you can make a meaningful difference while working in an inspiring, supportive, and collaborative environment. Come join the crew and help as we create healing and promote wellness at work, in our communities, and around the world.

Pay & Benefits:

We offer competitive compensation and comprehensive benefits, including:

Medical Insurance coverage starting first full month of employment

Dental & Vision Insurance coverage options available

401k Retirement Plan with a 3% company match 

Generous Paid Time Off and company holidays from Day 1

Wellness Program including quarterly on-site wellness clinics

Employee Perks:

Veggie Program free farmers market of seasonal Gaia-grown produce

Product Discounts on all Gaia Herbs brand products

Partner Discounts on products from companies like Dr. Bronner’s, Prana, PACT, & more

Job Summary:

The Customer Service Manager is a dynamic leadership role responsible for overseeing all customer service functions and driving exceptional customer experience across B2B and D2C platforms. This position ensures the seamless execution of customer service processes, collaborates cross-functionally to support business objectives, and leads a team dedicated to delivering outstanding service. By acting as the voice of the customer, the manager identifies opportunities for improvement, optimizes systems, and ensures compliance with organizational standards.

Essential Duties and Responsibilities:

• Oversee Customer Service Operations: Manage all aspects of customer service, including order entry, customer portals, credit requests, call tags, product inquiries, new account setup, and promotional support to ensure efficient and accurate service delivery.
• Maintain Systems and Compliance: Oversee customer service systems, including ticketing portals, CRM, call centers, ensuring operational excellence and adherence to current SOPs and PCI compliance standards.
• Drive Cross-Functional Collaboration: Collaborate with Sales Operations, Marketing, Quality, Fulfillment, Digital, Returns & Credits, and Accounts Receivable teams to maintain accurate customer and product information, and ensure smooth order and credit processing while addressing operational challenges.
• Enhance Customer Experience: Act as a customer advocate by identifying and partnering to implement process, technology, and platform improvements to deliver a seamless and positive customer journey.
• Lead and Develop the Team: Forecast workforce needs, manage workload metrics, and provide leadership, coaching, and performance management to develop the Customer Service team, aligning their efforts with business goals.
• Resolve Escalations: Manage and resolve escalated customer complaints, ensuring timely and policy-driven resolutions while maintaining a customer-focused approach.
• KPI Metrics: Track customer satisfaction metrics and KPIs, using insights to provide targeted team improvements and regularly presenting data-driven reports to Sales leadership to inform strategies.

Supervisory Responsibilities:

This position directly supervises the Customer Service Team Lead, and all Customer Service Representatives.

Education and/or Experience:

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field; equivalent work experience will also be considered.
• 5+ years of experience in Customer Service, preferably in the consumer-packaged goods industry
• Familiarity with ERP/CRM systems, B2B and D2C platforms, analytics software, and supply chain operations.
• Experience working in cross-functional teams to achieve organizational goals.
• Previous experience in management role.

Knowledge, Skills and Abilities:

• Strong leadership, team building, and delegation skills
• Excellent customer service skills
• Excellent verbal and written communication skills
• Strong organizational, problem-solving, and analytical skills
• Ability to use tools and technology that help to improve workflow and measure customer satisfaction
• Ability to work independently and as a member of cross-functional teams
• Ability to extinguish volatile situations with a win-win approach
• Ability to align goals and drive a customer-centric culture in line with company objectives and values
• Acute attention to detail and high professional standards
• Demonstrated ability to plan and complete result driven projects
• Versatility, flexibility, and willingness to tackle changing priorities and multiple deadlines with enthusiasm
• Ability to hire and develop a high-performing Customer Experience Team that efficiently aligns with the Mission and Goals of an elite customer experience with Gaia Herbs
• Ability to foster relationships and intuitive forward-thinking skills to influence and deliver service improvements
• Ability to effectively present information to customers, clients, and other employees of the organization
• Ability to compute rate, ratio and percent and to draw and interpret graphs
• Strong desire to learn and grow with a fast-paced, mission-driven organization to become the #1 Herbal Supplement Company in the World.

Physical Demands:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear telephone conversation with other sounds in the immediate area. The employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; stand and walk. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include the ability to be able to view a computer screen for extended periods of time.

Work Environment:

The employee in this role predominantly operates in a remote capacity, with occasional travel to an office environment constituting up to 20% of their time. During office visits, the employee may occasionally traverse through a manufacturing plant, where exposure to moving mechanical parts, airborne particles, toxic or caustic chemicals, and loud noise may occur.