Customer Care Manager

· Los Angeles, California
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Job Responsibilities:

You will embrace a customer-first outlook and create a memorable customer experience through exceptional, personal service. You’ll instill a commitment to go above and beyond in every customer communication, whether on-site, in email, on social, or through text message. You’ll develop processes and software solutions to streamline communications and improve both on-site conversion and the customer experience. You’ll lead and manage a team of part-time, remote customer care associates and work cross-functionally to communicate feedback and ideate both short- and long-term solutions. As one of the key, customer-facing voices of the brand, you’ll position Power Beauty Co. as a disruptor in beauty. 

 

Job Duties:     

Customer Service 

  • Maintain a deep understanding of the brand and all its products to educate, provide assistance, answer questions, and facilitate sales for our customer 
  • Collaborate on the overall strategy for each platform (website chat, SMS, email, community management on social media) with the brand and ecommerce teams
  • Manage all potential customer inquiries related to order fulfillment - e.g. order management, returns processes, and fraud detection
  • Define and guide customer care requirements and initiatives that align with our brand’s vision and are informed by industry best practices and our diverse community
  • Think creatively on ways to optimize each customer’s experience and brainstorm with cross functional teams effective solutions for existing issues 
  • Respond to customer correspondence in a timely manner, involving key team members and departments as necessary
  • Maintain brand voice and a positive, friendly demeanor in all customer communications 

Technical Expertise and Reporting 

  • Select software for managing inbound and outbound inquiries, and create detailed processes for the team to scale in an efficient manner
  • Drive highest conversion rates possible by providing qualitative feedback from customers for any obstacles to purchase 
  • Make suggestions and updates to front-end FAQ, cart flows and communications to enhance customer experience 
  • Track, analyze, and report on customer satisfaction and feedback trends, making recommendations for improvements 
  • Establish metrics for, track, and report on individual team member performance and team progress KPIs 


Management 

  • Motivate, coach, support, and lead a collaborative, beauty-obsessed team to provide best-in-class customer service 
  • Develop and implement methods for monitoring and tracking team member performance and processes taking for corrective action when needed 
  • Develop, monitor, and optimize customer care associates’s schedules for volume and needs


Qualifications: 

  • Experience building software processes and plans to streamline communications, preferably for a rapidly growing e-commerce brand  
  • Experience managing people in a remote environment
  • Excellent interpersonal, listening, and written and verbal communication skills
  • Strong grammar, spelling, and proofreading skills
  • Strong time management and prioritization skills 
  • Critical attention to detail and accuracy
  • Able to work independently in a fast-paced environment
  • Work well under pressure and maintain composure during difficult customer interactions
  • Proactive team player with a willingness to “get hands dirty”
  • Experience working with Zendesk 
  • Experience working in Shopify or another ecommerce platform and CRM tracking software
  • Apple Business Chat or Attentive Mobile experience a plus

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  • Location
    Los Angeles, California
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor