Senior Customer Service Manager

Our client, a growing beauty brand, is looking for an experienced Senior Customer Service Manager to join their team!

In this role you will be responsible for managing our customer service operations, ensuring that our customers receive exceptional service and support. This role requires strong leadership skills, a deep understanding of customer service principles, and the ability to work collaboratively with various departments to enhance the overall customer experience.

Location-Remote MUST BE BASED ON WEST COAST!!!!!!

Salary-Up to $110K DOE

What You Will Do:

• Develop and implement customer service policies and procedures that reflect brand values and commitment to excellence.
• Continuously assess and improve customer service processes to enhance efficiency and effectiveness.
• Recruit, train, and supervise customer service representatives.
• Provide ongoing coaching and development to ensure high performance and job satisfaction.
• Conduct regular team meetings to communicate updates, share best practices, and address any concerns.
• Oversee day-to-day customer service operations, including handling inquiries, complaints, and returns.
• Ensure timely and accurate resolution of customer issues through various channels (phone, email, chat, and social media).
• Monitor customer interactions to ensure adherence to company policies and standards.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Work with relevant departments to address feedback and implement changes to enhance the customer experience.
• Develop and maintain a knowledge base and FAQ section to provide self-service options for customers.
• Track and report on key customer service metrics, including response time, resolution time, and customer satisfaction scores.
• Set performance targets for the customer service team and monitor progress towards achieving them.
• Liaise with marketing, sales, ops, and product development teams to ensure alignment on customer service initiatives.
• Communicate customer insights and trends to inform product development and marketing strategies.
• Implement and manage customer service software and tools to streamline operations.
• Ensure that the team is trained on and effectively using all customer service systems and technologies.
• Act as the voice of the customer within the organization, advocating for their needs and expectations.
• Represent brand at customer-facing events and engage with the community to build strong relationships.

Who You Are:

• Bachelor’s degree in Business Administration, Communications, or related field.
• 5+ years of experience in customer service management, preferably in the beauty, skincare, or wellness industries.
• Proven track record of leading and developing high-performing customer service teams.
• Excellent communication, problem-solving, and organizational skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in customer service software and tools. This includes Microsoft Office Suite (or Google Workspace), Gorgias, Kaviyo, Attentive and Postscript
• Passion for sustainability and wellness, in alignment with brand values.