Customer Service Manager

Emerging female founded skincare brand is seeking a operational lead who can own customer experience end-to-end while helping strengthen and scale daily operations across the business. This is not a traditional customer service role — we are looking for someone with strong operational instincts who can execute, delegate, improve systems, and help build processes as we grow. As a small, fast-moving, and highly collaborative team, this role is deeply hands-on. You will oversee customer communications across all channels while supporting core operational workflows and identifying opportunities for efficiency and improvement. Your voice will matter here — we want someone who is thoughtful, proactive, solutions-driven, and excited to help build something meaningful. Based in Beverly Hills, full-time onsite. Your Responsibilities Ensure exceptional customer service across all channels by responding promptly and professionally to all email, live chat, and social media inquiries using our brand voice. Review and manage communications from dissatisfied customers, implementing thoughtful service recovery solutions. Oversee daily customer service operations, including: Order placement, tracking, and follow-ups New customer account setup Warranty and replacement processing Delivery status monitoring Inventory checks and availability updates Offering alternative product solutions Error resolution and order cancellations Ensure all interactions reflect our commitment to best‑in‑class service aligned with company standards. Support weekly and ad‑hoc CX initiatives as needed. Collaborate with the sales team to proactively manage and reduce backorders through strategic communication. Operations Leadership Enter and manage customer orders within ERP systems (Odoo, Oracle NetSuite). Assist with daily operational and administrative workflows across departments. Escalate complex cases and partner with the Director of Operations & CX to resolve issues effectively. Identify process gaps and propose scalable solutions to improve efficiency and service quality. Support onboarding and training of new team members. Provide cross‑departmental operational coverage when needed. Manage office supply ordering and basic operational logistics. Reporting & Process Improvement Ensure timely, thorough responses to all customer inquiries across platforms. Create monthly reporting dashboards with KPIs centered on customer satisfaction, response times, and service performance. Partner with leadership to set team goals and continuously improve workflows and productivity. Who You Are A true builder who wants to grow with a small, mission‑driven brand. Highly organized, detail‑oriented, and comfortable working in a fast‑paced environment. A strong communicator with excellent judgment and problem‑solving skills. Passionate about skincare, health, and wellness, with a natural alignment to brand voice and community‑first values. Collaborative, proactive, and confident in balancing CX execution with operational leadership. Qualifications 2–5+ years with operational experience (required). Proven experience in customer experience leadership or service operations. Proficiency in Excel and Google Sheets. Experience with Shopify and 3PL workflows strongly preferred. Experience working in ERP systems such as Odoo or NetSuite preferred. Demonstrated ability to multitask, prioritize, and execute with precision. #J-18808-Ljbffr The Workshop LA