CX Team Lead - Hybrid (Dallas)

Yummy Beauty Brands (Yummy Extensions); Dallas (TX); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Yummy Beauty Brands is seeking an Assistant Customer Experience Manager to lead a high-touch customer experience operation in our Dallas, TX office. This role focuses on analyzing escalations, shaping solutions, and delivering tailored experiences to preserve revenue and loyalty.

The ideal candidate has 5+ years in customer service with 2+ years in management, plus experience in eCommerce and beauty. A hybrid work model is offered with in-office leadership responsibilities.

Qualifications

• Bachelor's degree preferred; strong relevant experience considered in lieu of degree.
• 5+ years in a customer service role; 2+ years in a supervisory role.
• 1+ year in eCommerce and 1+ year in hair/beauty industry preferred.

Responsibilities

• Deliver a high-touch, boutique-style customer experience that reflects the YUMMY brand and exceeds client expectations
• Support a hybrid work schedule with in-office leadership at our Dallas, TX location
• Ensure availability during peak periods including October–January blackout
• Manage a team of customer service specialists, scheduling, onboarding, performance, and feedback
• Maintain the customer service department and assign calls/tickets to representatives
• Own all customer escalations via phone or email ticket
• Create and maintain Customer Experience Handbooks, KPIs, SLAs
• Ensure monthly KPIs, SLAs, and sales goals are met
• Continuously improve SOPs and implement efficiency improvements
• Develop and implement training for Customer Experience and Retail teams
• Monitor and audit service calls for demeanor, accuracy, and policy conformance
• Communicate updates to ensure reps are informed of new information
• Maintain positive relations and resolve grievances
• Assist in Customer Experience marketing initiatives
• Perform other duties as assigned

Skills

Customer service

Team management

eCommerce

Hair/Beauty industry

KPIs/SLAs

Communication

Upsell/Cross-sell

Analysis

Education

Bachelor's degree

Job description

Yummy Beauty Brands is seeking an Assistant Customer Experience Manager to lead a high-touch customer experience operation in our Dallas, TX office. This role focuses on analyzing escalations, shaping solutions, and delivering tailored experiences to preserve revenue and loyalty.

The ideal candidate has 5+ years in customer service with 2+ years in management, plus experience in eCommerce and beauty. A hybrid work model is offered with in-office leadership responsibilities.