Customer Service Manager

AO2 Clear; Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

A science-driven skincare company in Austin, Texas, is seeking a Customer Service Manager to enhance customer experience through expert communication and operational excellence. The ideal candidate will possess exceptional communication skills and the ability to manage shipping coordination and customer inquiries. This full-time, in-office position requires availability during off-hours, including weekends and holidays. Join us in shaping customer support as we grow!

Qualifications

• Prior experience in customer service or operations.
• Experience handling shipping or logistics issues preferred.
• Ability to learn product science quickly.

Responsibilities

• Serve as the primary point of contact for customer inquiries.
• Manage shipping-related inquiries including tracking and delivery issues.
• Log and track all customer interactions using CRM tools.

Skills

Exceptional written and verbal communication skills

High emotional intelligence

Strong attention to detail

Proactive approach

Tools

CRM tools

customer service platforms

ticketing systems

Job description

AO2 SKIN is a science-backed skincare company built around patented gas nanobubble technology. Our products are trusted by skincare professionals and customers alike for clarity, recovery, and skin balance. We pride ourselves on transparency, simplicity, and exceptional customer care—because every interaction is an extension of our brand.

Role Overview

We are seeking a Customer Service Manager who combines expert communication, empathy, and operational excellence. This role is central to the customer experience at AO2 SKIN and will serve as the bridge between our customers, fulfillment partners, and internal teams.

The ideal candidate is confident communicating with customers who may be frustrated, confused, or seeking guidance, while also being highly organized and comfortable using technology to track issues, shipping details, and outcomes. This role requires hands‑on ownership of customer support, shipping coordination, and response development using AO2 SKIN’s scientific and product expertise.

This is an in‑office role and requires availability during off‑hours, including weekends and holidays, as customer needs arise.

Key Responsibilities

Customer Communication & Support

• Serve as the primary point of contact for customer inquiries across email, chat, and other support channels
• Respond to customer questions with professionalism, empathy, and confidence—especially around sensitive skin concerns, product usage, and expectations
• De‑escalate and resolve customer issues while reinforcing trust in the AO2 SKIN brand
• Develop and refine customer‑facing responses using subject matter expertise from internal teams (science, product, leadership)

Shipping & Order Coordination

• Manage shipping‑related inquiries including tracking, delays, lost packages, and delivery issues
• Coordinate directly with fulfillment partners and carriers to resolve issues quickly and accurately
• Proactively communicate updates to customers when shipping issues arise
• Identify recurring shipping problems and recommend process improvements

Systems, Tracking & Reporting

• Log, track, and manage all customer interactions using customer service and CRM tools
• Maintain accurate records of customer issues, resolutions, and follow‑ups
• Monitor trends in customer feedback, product questions, and support volume
• Track success metrics such as response time, resolution time, and customer satisfaction

Process Development & Continuous Improvement

• Help build and maintain a scalable customer service knowledge base and response library
• Improve workflows, templates, and internal documentation to support consistent, high‑quality responses
• Partner with leadership to identify opportunities to improve the overall customer experience
• Support product launches, promotions, and seasonal volume increases as needed

Required Skills & Qualifications

Communication & Interpersonal Skills

• Exceptional written and verbal communication skills
• Strong ability to communicate complex or technical information in a clear, reassuring way
• High emotional intelligence with a natural ability to show empathy and build trust
• Calm, confident, and solution‑oriented when handling difficult situations

Technical & Organizational Skills

• Comfortable using customer service platforms, CRMs, and ticketing systems
• Strong attention to detail and ability to manage multiple open issues simultaneously
• Ability to document issues clearly and track outcomes over time
• Proficient with standard business tools (email, spreadsheets, internal dashboards)

Experience & Mindset

• Prior experience in customer service, customer success, or operations (managerial experience a plus)
• Experience handling shipping, fulfillment, or logistics‑related customer issues preferred
• Ability to quickly learn product science and apply it in customer communication
• Proactive, accountable, and comfortable owning problems through resolution
• Willingness to work off‑hours, including weekends and holidays, as required

What Success Looks Like in This Role

• Customers feel heard, supported, and confident in AO2 SKIN
• Shipping issues are resolved quickly with clear communication
• Customer feedback and trends are tracked and shared internally
• Support systems and responses become more efficient and consistent over time
• The customer service function scales smoothly as the company grows

Why Join AO2 SKIN

• Be part of a science‑driven skincare company with a meaningful mission
• Work closely with leadership and product experts
• Play a critical role in shaping the customer experience and brand reputation
• Join a growing, hands‑on team where your work truly matters

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Industries

• Personal Care Product Manufacturing