Customer Service Manager

The Workshop LA; Los Angeles (CA); Sur place; USD 60 000 - 80 000; Plein temps

Résumé du poste

A dynamic skincare brand based in Beverly Hills is seeking an operational lead to enhance customer experience and improve daily operations. This hands-on role involves overseeing customer communications, managing service operations, and identifying process improvements. The ideal candidate has 2–5+ years of experience in operations, strong skills in problem-solving and communication, and is passionate about skincare and wellness. This is a full-time onsite position, offering a collaborative and fast-paced work environment.

Qualifications

• 2–5+ years of operational experience required.
• Experience in customer experience leadership or service operations.
• Proficiency with Excel and Google Sheets.

Responsabilités

• Oversee customer communications across all channels.
• Ensure exceptional customer service across all platforms.
• Manage daily customer service operations.

Connaissances

Operational leadership

Customer experience management

Problem-solving skills

Excellent communication

Detail-oriented

Outils

Odoo

Oracle NetSuite

Shopify

Excel

Google Sheets

Description du poste

Emerging female founded skincare brand is seeking a operational lead who can own customer experience end-to-end while helping strengthen and scale daily operations across the business. This is not a traditional customer service role — we are looking for someone with strong operational instincts who can execute, delegate, improve systems, and help build processes as we grow.

As a small, fast-moving, and highly collaborative team, this role is deeply hands-on. You will oversee customer communications across all channels while supporting core operational workflows and identifying opportunities for efficiency and improvement. Your voice will matter here — we want someone who is thoughtful, proactive, solutions-driven, and excited to help build something meaningful. Based in Beverly Hills, full-time onsite.

Your Responsibilities

• Ensure exceptional customer service across all channels by responding promptly and professionally to all email, live chat, and social media inquiries using our brand voice.
• Review and manage communications from dissatisfied customers, implementing thoughtful service recovery solutions.
• Oversee daily customer service operations, including:
• Order placement, tracking, and follow-ups
• New customer account setup
• Warranty and replacement processing
• Delivery status monitoring
• Inventory checks and availability updates
• Offering alternative product solutions
• Error resolution and order cancellations
• Ensure all interactions reflect our commitment to best‑in‑class service aligned with company standards.
• Support weekly and ad‑hoc CX initiatives as needed.
• Collaborate with the sales team to proactively manage and reduce backorders through strategic communication.

Operations Leadership

• Enter and manage customer orders within ERP systems (Odoo, Oracle NetSuite).
• Assist with daily operational and administrative workflows across departments.
• Escalate complex cases and partner with the Director of Operations & CX to resolve issues effectively.
• Identify process gaps and propose scalable solutions to improve efficiency and service quality.
• Support onboarding and training of new team members.
• Provide cross‑departmental operational coverage when needed.
• Manage office supply ordering and basic operational logistics.

Reporting & Process Improvement

• Ensure timely, thorough responses to all customer inquiries across platforms.
• Create monthly reporting dashboards with KPIs centered on customer satisfaction, response times, and service performance.
• Partner with leadership to set team goals and continuously improve workflows and productivity.

Who You Are

• A true builder who wants to grow with a small, mission‑driven brand.
• Highly organized, detail‑oriented, and comfortable working in a fast‑paced environment.
• A strong communicator with excellent judgment and problem‑solving skills.
• Passionate about skincare, health, and wellness, with a natural alignment to brand voice and community‑first values.
• Collaborative, proactive, and confident in balancing CX execution with operational leadership.

Qualifications

• 2–5+ years with operational experience (required).
• Proven experience in customer experience leadership or service operations.
• Proficiency in Excel and Google Sheets.
• Experience with Shopify and 3PL workflows strongly preferred.
• Experience working in ERP systems such as Odoo or NetSuite preferred.
• Demonstrated ability to multitask, prioritize, and execute with precision.