POSTED June 17

Customer Service Manager at Fansly

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Our Mission

To create the best platform for content creators to be able to monetize extra content to their followers.

Who We Are

Fansly is a leading online fan subscription site. By the numbers Fansly is 3rd behind Patreon and Onlyfans in terms of site traffic. Our growth and site is powered by a hard working team that is constantly listening to the community, implementing new features, and by using new approaches to the existing Fan-site model (i.e. Machine Learning discovery).

The role

As the Customer Service Manager you will lead the Customer Service team, driving performance and processes for the continued improvement of the Fansly user experience, while deepening and enhancing customer relationships. You will create a customer service department that is “best in class,” innovative, hard-working and fully remote. Customer Service serves as the voice of Fansly, so you should be passionate about customer service and helping people solve their issues. In this role, you will become an expert on Fansly’s services, operations, and the needs of our creators/fans.

This position reports into the COO and is 100% remote.


The key responsibilities of the Customer Service Manager include but are not limited to:

  • Managing, monitoring and supervising the day-to-day activity of the customer service team including, but not limited to emails and chat.
  • Developing training and strategy to drive outstanding client experience and sales results.
  • Actively finding opportunities at the team and individual level for process and service improvements. Implementing ongoing service improvements, using data to impact the strategy.
  • Generating and sharing analytical reporting on performance and KPIs to senior leadership.
  • Keeping up to date with industry trends
  • Monitoring the online community/forums where potential issues/improvement areas specific to Fansly are discussed; interacting with the community and making sure that issues are resolved in a timely manner
  • Managing staffing based on support traffic volume and sales. Providing service coverage when needed.
  • Implementing effective culture with strong team motivation, accountability, development and retention


  • Bachelor’s degree or higher required (preferably in Business Administration)
  • 6+ years of management experience in customer service or related environment with increasing levels of responsibility, with at least 3+ years managing a team of remote agents.
  • Fluent in English with outstanding written grammar and punctuation skills
  • Advanced computer skills (Microsoft Office, Zendesk, Time tracking softwares, Bot & Chat services, etc)
  • Experience managing a remote team and driving excellent results

Bonus Points for:

  • Experience working for an online business customer support team
  • Experience working for a start-up
  • Experience working for a social media platform/fan subscription site

Personal qualities

  • Ability to communicate effectively with customers, team members, and leadership team.
  • Ability to handle multiple tasks at the same time
  • Passion for providing the best possible levels of customer services and proven experience of motivating and driving performance improvements within a team.
  • Strategic problem solving skills, with excellent analytical, written, and verbal skills
  • Ability to operate with flexibility in a fast-paced, constantly evolving team environment
  • Ability to lead teams in a high-growth, entrepreneurial, and ambiguous environment
  • Ability to initiate and drive projects to completion with minimal guidance
  • A high level of process-orientation, digital organization, and resourcefulness
  • A practical mindset and hands-on approach to getting things done. 

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