Senior CX Leader - Remote, AI-Driven Support & Growth

OneSkin; San Francisco (CA); Remote; USD 155,000 - 175,000; Full time

Benefits offered by this job

Fully remote work

Home office setup allowance

Medical, dental, vision

401K with match

Flexible PTO

Wellness package

OneSkin subscription

Job summary

OneSkin, a bold California-based longevity company, seeks a Senior Manager, Customer Experience to lead the customer support function and translate feedback into cross-functional action. You will oversee in-house and outsourced teams handling 40,000+ annual contacts via email, AI chat, and marketplace channels, driving improvements in CX and retention.

The role blends hands-on leadership with strategic scoping, policy creation, and system optimization, including AI-enabled support, VOc

Qualifications

• 7+ years in CX or customer support, incl. 4+ years leading CX teams in DTC/eCommerce.
• Experience managing outsourced BPO partners with SLAs, QA, staffing and performance.
• Proven success supporting a subscription/recurring-purchase business with retention flows.
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify, subscriptions, and returns tools; troubleshoot data sync.
• Ability to build contact-trend, cost, and staffing analyses for executives.
• Excellent written communication for executive updates and policies.
• Ability to work West Coast hours.

Responsibilities

• Lead in-house Support Supervisor and manage both BPO partners, including staffing, SLAs, QA, coaching, capacity, and performance.
• Oversee support across DTC, email, AI-assisted chat, Amazon, TikTok Shop, and skincare professional channels.
• Maintain up-to-date support policies, SOPs, and training resources for consistent service.
• Partner with Retention and eCommerce to reduce avoidable subscription contacts with improved self-service and retention flows.
• Partner with shipping to reduce delivery-related contacts with proactive tracking and alerts.
• Lead monthly Voice of Customer review and assign cross-functional owners for improvement actions.
• Own CX tech stack configuration and AI automation with measurable outcomes.
• Report on contact trends, cost per ticket, service performance, and staffing needs; propose investments.
• Define policies for returns, retention offers, and international consumer protection.
• Work with Science on adverse skin reactions and guidance.
• Oversee fraud review and chargebacks to protect revenue.

Skills

CX leadership

BPO management

subscription experience

helpdesk automation

data analytics

communication

West Coast hours

Tools

Kustomer

Loop Returns

Skio

Okendo

Looker

Asana

SQL

APIs & webhooks

Shopify

Job description

OneSkin, a bold California-based longevity company, seeks a Senior Manager, Customer Experience to lead the customer support function and translate feedback into cross-functional action. You will oversee in-house and outsourced teams handling 40,000+ annual contacts via email, AI chat, and marketplace channels, driving improvements in CX and retention.

The role blends hands-on leadership with strategic scoping, policy creation, and system optimization, including AI-enabled support, VOc