Customer Service Manager | US - Los Angeles, CA (Remote)

Bold, innovative and just a tad naughtier than you would expect, Honey Birdette are looking for an online Customer Service Manager to join our Hive!

About Honey B

Honey Birdette was created by women for women, to offer an experience unlike any other lingerie retailer. We are a luxury lifestyle brand offering high-end lingerie and premium bedroom accessories. Bold, innovative and a little naughtier than you would expect, Honey Birdette has quickly become the most talked about lingerie brands. We inspire, create curiosity, and empower women through their beauty and confidence.

Who We Seek

The online Customer Service Manager is a hands‑on leader charged with shaping, supporting, and energising a high‑performing team to deliver stellar customer experiences across every touchpoint. You’ll handle all aspects of managing team —creating and approving monthly rosters and timesheets—while providing regular one‑on‑one coaching, managing escalated tickets, and identifying skill gaps for training. Front‑of‑house, you’ll manage live chats, calls, social media, Click & Collect, VIP invoicing, and order issues, maintaining 24/7 customer support. Operationally, you’ll coordinate with warehouse teams, manually process orders, resolve shipping or fraud issues, and file courier claims. With a proactive, solution‑oriented mindset, you’ll champion a customer‑centric culture—anticipating needs, actively resolving problems, and ensuring commitments are met. You’ll also produce weekly reports for e‑commerce, stay compliant with all HB/PLBY policies, participate in ongoing training, effectively communicate across internal channels, and take on additional responsibilities as required—always keeping the customer perspective front and centre. This role embodies the essence of true customer obsession, where every decision, process, and interaction is driven by the goal of delighting and retaining customers

What You’ll Do - Job Responsibilities

• Create and publish monthly team rosters, ensuring full regional coverage.

• Approve team timesheets and monitor adherence to scheduled hours.

• Conduct regular one-on-one coaching sessions with actionable development plans.

• Handle escalated tickets and identify training opportunities for team growth.

• Deliver weekly region performance reports and ad hoc analysis for e‑commerce.

• Lead daily briefings to align on objectives, updates, and customer priorities.

• Champion the customer perspective in all decisions and service delivery.

• Proactively resolve customer issues and ensure follow‑through on commitments.

• Manage live chats, calls, social media, and email inquiries to maintain 24/7 support coverage.

• Coordinate Click & Collect, unfulfilled orders, VIP invoicing, and gift card issues.

• Oversee manual order processing, fraud checks, and system error corrections.

• File courier claims, manage replacements, and enforce compliance with policies.

• Liaise with warehouse and opening office, facilitating respectful and clear communication.

• Participate in ongoing training, stay informed via internal channels, and suggest improvements.

• Perform additional duties as assigned, consistently focusing on customer obsession.

What You’ll Bring - Qualifications and Skills

• Previous experience in a customer service and omni-channel management is required

• Proven ability to manage multiple channels of communication in a timely and responsive manner

• Proven experience in fast paced working environment with ability to achieve set KPI’s.

• Customer experience driven, communications expert with positive outcomes at front of mind.

• Bubbly attitude, people orientated, and open minded.

• Experience in working across multiple systems at one time.

• Ability to understand and utilise company policies & processes.

• Enjoys collaborating with broader teams to achieve high commercial outcomes.

• Ability to deescalate situations and turn a potential negative experience into a positive one.

• Calm under pressure with proven ability to work within deadlines.

• Ability to work autonomously & within a team environment.

• Available to work a flexible schedule to meet the needs of the business, which include closing shifts, weekends and holiday shifts.

• Must have unrestricted access to work in the U.S.

• Must be at least eighteen (18) years of age.

Physical Requirements

The work environment and physical demands described here are representative of those that an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to lift and carry up to 25 lbs., perform frequent standing, walking, repetitive finger, hand and wrist motions, as well as bending, stooping, reaching, squatting, kneeling, pushing, pulling, climbing ladders, and work with cleaning chemicals.

• Able to stand and walk for up to 8 hours per shift.

• Ability to use technology (mobile devices, computers).

• Ability to read instructions, reports, and information on computer/register screens and to key information into the computer daily.

The pay for this position at the commencement of employment is expected to be $32.69 USD hourly; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

What We Offer

• Competitive wages.

• Generous retail sales incentive programs.

• Encouraging & empowering environment with career progression and training opportunities.

• Employee assistance program for mental health and counseling services.

• 401k, including a matching discount from the company.

• Generous product discount!

Working Conditions

Candidates understand that Honey Birdette is a subsidiary of PLBY Group. Our brands are focused on creative freedom, artistic expression, and sex positivity. As a result, you understand that the business concept is based partly on sex appeal, nudity, and/or sexual wellness products.

You may be exposed to individuals in sexy and/or sexually provocative clothing, either in person or in photographs or videos; lewd and/or obscene language; depictions of lewd, risqué, intimate, or explicit acts or behaviors; conversations and discussions about sex, sexuality, and the human anatomy; conversations and discussions where vulgar language may be used, and where sexual jokes and innuendo may be expressed in their presence.

Candidates acknowledge that they do not find the job duties or work environment as described above to be offensive, intimidating, hostile, or unwelcome. Candidates also understand that, if hired, nothing shall prevent you from notifying the company immediately if you are exposed to conduct of any type that you find offensive and/or that makes you feel uncomfortable while you are performing your job duties.

Equal Employment Opportunity

Honey Birdette is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and we make all employment decisions without regard to any protected status. The right talent for us innately embodies our values. Come as you are.

We can’t wait to meet you, honey xx