Customer Service Manager

We are a global consumer products company with a premium brand, an international commercial footprint, and a multi-channel business spanning direct-to-consumer, wholesale, and retail. We have a loyal global following and we operate with the focus and agility of a company that knows exactly who it is. We are in an exciting period of transformation, investing in the people and processes that will define the next chapter of how we serve our customers. The customer experience function sits at the center of that effort. About the Role: We are looking for an experienced Customer Service Manager to lead and elevate our customer experience function. This person will own daily customer service operations, uphold the premium standards of our brand across every customer touchpoint, and serve as the voice of the customer internally across the organization. You will work cross-functionally with Operations, E-Commerce, Marketing, Logistics, and Product Development, translating customer feedback into actionable insights and driving continuous improvement in how we communicate with and care for our customers globally. Professional fluency in Spanish or French, written and verbal, is strongly preferred for this role given the scope of our international customer base. What You'll Own Daily Operations & Customer Communications Manage day-to-day customer service operations, ensuring timely, accurate, and empathetic communication across all customer touchpoints. Respond to customer inquiries across email, chat, and other digital communication channels using company customer service platforms. Maintain exceptional written communication that reflects the premium quality and brand standards of the organization. Ensure compliance with company policies, procedures, and service standards across all customer interactions. Demonstrate initiative, sound judgment, and accountability while working both independently and collaboratively. Performance, Reporting, & Insights Monitor and achieve key customer service KPIs including response times, customer satisfaction (CSAT), resolution times, and service quality metrics. Identify customer trends, recurring issues, and product feedback, and communicate actionable insights to leadership and relevant cross-functional teams. Take a data-driven approach to evaluating service performance and identifying opportunities for improvement. Process Improvement & Cross-Functional Collaboration Continuously evaluate and improve customer service processes, workflows, and internal documentation. Collaborate closely with Operations, E-Commerce, Marketing, Logistics, and Product Development to resolve customer concerns and improve the overall customer experience. Become proficient across multiple business systems including customer service platforms, ERP, and order management tools. What We're Looking For 3 to 5 years of customer service management experience, preferably in beauty, skincare, luxury retail, or premium consumer products. Experience managing customer communications across email, chat, and other digital channels. Strong leadership and interpersonal skills, with the ability to coach, motivate, and develop team members. Exceptional written and verbal communication skills with meticulous attention to detail. Experience using customer service platforms such as Gorgias, Zendesk, or comparable CRM systems. Experience with ERP systems such as NetSuite is strongly preferred. Highly organized with the ability to manage multiple priorities in a fast-paced environment. Strong analytical and problem-solving skills with a data-driven approach to customer experience. Professional fluency in Spanish or French, written and verbal, is strongly preferred. Must be based in the New York City metro area and able to commute to our NYC office regularly. Compensation & Benefits Base Salary: $65,000 - $75,000 depending on experience. Health, vision, and dental insurance 401(k) plan Paid company holidays and PTO #J-18808-Ljbffr Pat McGrath Cosmetics