Senior Manager, Customer Experience

OneSkin; San Francisco (CA); À distance; USD 155 000 - 175 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Home office setup allowance

Medical, dental, vision

401K with match

Flexible PTO

Wellness package

OneSkin subscription

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CX leadership

BPO management

subscription experience

helpdesk automation

data analytics

communication

West Coast hours

Outils

Kustomer

Loop Returns

Skio

Okendo

Looker

Asana

SQL

APIs & webhooks

Shopify

Description du poste

About OneSkin

#BeLimitless with OneSkin

Come redefine the future of aging with us. We're a longevity company. Everything we do, we do to help people age as the best version of themselves.

Our founding team is made up of four PhDs and entrepreneurial minds on a mission to transform the way we think about skin and aging. As the pioneers of skin health and longevity, we create science-based, clinically effective products to optimize skin and body health — supporting people at every step of their ‘growing limitless’ journey. Our approach targets the root causes of aging using a proprietary peptide designed to decrease the accumulation of aged (senescent) cells in the skin, and is the first product proven to reduce skin biological age in humans.

We never settle. We continuously challenge existing treatments and methodologies to advance the frontier of skin science. As we help our customers grow limitless, we grow too — by embracing individuality, leading by example, and empowering ourselves and others with our passion for science, optimal health, and innovation.

About the Role

We're looking for a Senior Manager, Customer Experience to lead OneSkin's customer support function and turn what customers tell us into meaningful improvements across the business. This is a hands‑on leadership role for someone who can set direction, develop teams, and stay close to daily execution.

Reporting to the VP of Operations, you will oversee a support operation handling 40,000+ customer contacts annually across email, AI‑assisted chat, Amazon, TikTok Shop, our DTC site, and support for skincare professionals. You will lead an in‑house Support Supervisor responsible for daily queues, coaching, and quality assurance, and manage two outsourced BPO partners (a BPO team supervisor and five frontline agents).

You will work closely with Retention, Marketing, eCommerce, Product, Science, and Legal to improve customer outcomes, advance automation, and translate customer feedback into cross‑functional action. Our foundation includes Kustomer, AI chat automation, and a newly launched Voice of Customer program.

Who You Are

• You are a hands‑on CX leader who balances team development and operational discipline with a genuine commitment to the customer experience.
• You know how to manage both internal teams and outsourced partners, using clear SLAs, QA standards, coaching, and performance management to drive accountability.
• You understand DTC and subscription customer journeys, including cancellation, pause, save, and self‑service experiences.
• You are technically confident: comfortable configuring support tools, automations, and integrations, troubleshooting issues, and using data to improve workflows.
• You think beyond the ticket queue. You identify recurring customer pain points and partner across functions to solve root causes.
• You combine an analytical mindset with clear, concise communication and can translate CX trends, costs, and tradeoffs for senior leaders.

What You’ll Do

Customer Support Operations & Team Leadership

• Lead the 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 clear, up‑to‑date support policies, SOPs, and training resources so all agents deliver consistent service.

Customer Experience, Retention & Voice of Customer

• Partner with Retention and eCommerce to reduce avoidable subscription contacts, including cancellations, pauses, and excess‑product concerns, through improved self‑service and retention flows.
• Partner with shipping and fulfillment teams to reduce delivery‑related contacts through proactive tracking, delay alerts, and root‑cause resolution.
• Lead the monthly Voice of Customer review, identify top contact drivers, and establish accountable cross‑functional owners for improvement actions.

Systems, AI & Operational Performance

• Own configuration and continuous improvement of the CX technology stack, including vendor relationships, workflows, integrations, and AI‑assisted support.
• Expand AI automation with measurable outcomes while protecting service quality, accuracy, and OneSkin’s brand voice.
• Report on contact trends, cost per ticket, service performance, and staffing needs; develop recommendations for investment and efficiency.

Policy, Risk & Cross‑Functional Partnership

• Partner with relevant teams to define and execute support policies covering returns, subscription retention offers, and international consumer protection requirements.
• Work with Science on customer‑reported skin reactions (adverse events), including monitoring, spotting product‑level patterns, and guiding appropriate responses.
• Oversee fraud review and chargeback processes to help protect revenue.

What You Bring

• 7+ years of experience in customer experience or customer support, including 4+ years managing CX teams within a DTC or eCommerce brand.
• Experience managing outsourced BPO partners, including SLAs, QA, staffing, and performance.
• Demonstrated experience supporting a subscription or recurring‑purchase business, including cancellation, pause, and retention/save flows.
• Hands‑on ability to configure helpdesk workflows, automations, and integrations across Shopify, subscriptions, and returns tools; troubleshoot sync issues; and reconcile data across platforms.
• Ability to build contact‑trend, cost, and staffing analyses and present clear recommendations to executives.
• Excellent written communication for executive updates, SOPs, and customer‑facing policies.
• Ability to flex into West Coast hours as business needs.

Nice to Have

• Beauty, skincare, or regulated consumer products experience.
• Experience implementing AI or support automation with measurable goals and results.
• Marketplace support experience, particularly Amazon and TikTok Shop.
• Experience with Kustomer, Loop Returns, Skio, Okendo, Looker, Asana, SQL, APIs, or webhooks.
• Experience applying AI to contact analysis, automation design, workflow improvement, or agent efficiency.

Growth Opportunity

This role is designed to grow with the function. As the team and automation program scale, there is a path to Director of Customer Experience.

Compensation Range: $155,000–$175,000

Our total compensation package includes a competitive base salary, strong quarterly bonus potential, and equity/stock options designed to support long‑term alignment and shared success.

Perks & Benefits

• Fully remote work experience, including a one‑time allowance for home office setup
• Comprehensive medical, dental, vision package, and FSA.
• 401K with 100% match up to 5% of your salary
• Flexible PTO
• Monthly wellness package (Gympass) including free meditation app membership (Headspace, Calm)
• Free OneSkin subscription for full‑sized products

* OneSkin uses e‑verify to validate work authorization documentation