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:

Build & Lead the Customer Support Function

• 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

Deliver Outstanding Customer Support

• 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

Turn Feedback into Action

• 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.

Life at Vitamin Well Group

Our growing family is made up of over 600 employees, representing a variety of cultures, experiences and diverse backgrounds. This diversity is a great asset as we continue our expansion and evolve our portfolio. At the same time, Vitamin Well is still very much a Swedish company, promoting Swedish values when it comes to both business and people. We treat each other in a fair and equal way, and we respect one another based on our qualities. As we expand Vitamin Well Group’s business, we are also committed to minimizing our environmental impact and continuously strive to lower emissions from for example production, logistics, and packaging.

Working at Vitamin Well, we provide a dynamic environment defined by ambition, dedication, and an entrepreneurial spirit. In our action-oriented culture, the ability to make swift decisions is paramount in bringing ideas to fruition. We are committed to fostering an atmosphere where every individual's unique strengths contribute to our collective success. As a health and exercise-oriented company, we inspire an active lifestyle by partnering with top-performing athletes, but we also promote and support exercise among our employees.

As part of the recruitment process, we may ask you to conduct a personality test as well as a test that measures logical ability. The purpose of the tests is to evaluate candidates as objective as possible and identify the best possible match for the role. The tests are based on solid research and are taken through our partner Alva Labs.