Senior CX Leader – Remote, Equity & Flexible PTO

Prelude Growth; United States; Remote; USD 155,000 - 175,000; Full time

Benefits offered by this job

Fully remote work

Medical, dental, vision package

401K match

Flexible PTO

Wellness package (Gympass)

OneSkin subscription

Job summary

OneSkin is hiring a Senior Manager of Customer Experience to lead our customer support function and translate feedback into cross-functional improvements. This hands-on leadership role reports to the VP of Operations and oversees 40,000+ annual customer contacts via email, chat, and marketplaces.

You will manage an in-house Supervisor, two BPO partners, and partner with Retention, Marketing, and Product to improve outcomes, automation, and the Voice of Customer program.

Qualifications

• 7+ years in customer experience or customer support
• Experience managing CX teams within a DTC or eCommerce brand
• Experience managing outsourced BPO partners, including SLAs and QA
• Experience supporting a subscription/recurring-purchase business
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify and subscriptions
• Strong ability to analyze contact trends and present executive-level recommendations
• Willingness to work West Coast hours
• Nice to have skincare/regulated consumer products experience

Responsibilities

• Lead the in-house Support Supervisor and manage 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
• Partner with Retention and eCommerce to improve self-service and retention flows
• Collaborate with shipping/fulfillment to reduce delivery-related contacts
• Lead the monthly Voice of Customer review with cross-functional owners
• Own CX technology stack configuration and AI automation programs
• Report on contact trends, cost per ticket, service performance, and staffing needs

Skills

CX leadership

BPO management

Subscriptions expertise

Workflow automation

Data analysis

Executive communication

West Coast hours

Tools

Shopify

Kustomer

Looker

SQL

APIs

Webhooks

Job description

OneSkin is hiring a Senior Manager of Customer Experience to lead our customer support function and translate feedback into cross-functional improvements. This hands-on leadership role reports to the VP of Operations and oversees 40,000+ annual customer contacts via email, chat, and marketplaces.

You will manage an in-house Supervisor, two BPO partners, and partner with Retention, Marketing, and Product to improve outcomes, automation, and the Voice of Customer program.