Customer Service Manager

AO2 SKIN is a science-backed skincare company built around patented gas nanobubble technology. Our products are trusted by skincare professionals and customers alike for clarity, recovery, and skin balance. We pride ourselves on transparency, simplicity, and exceptional customer care—because every interaction is an extension of our brand. Role Overview We are seeking a Customer Service Manager who combines expert communication, empathy, and operational excellence. This role is central to the customer experience at AO2 SKIN and will serve as the bridge between our customers, fulfillment partners, and internal teams. The ideal candidate is confident communicating with customers who may be frustrated, confused, or seeking guidance, while also being highly organized and comfortable using technology to track issues, shipping details, and outcomes. This role requires hands‑on ownership of customer support, shipping coordination, and response development using AO2 SKIN’s scientific and product expertise. This is an in‑office role and requires availability during off‑hours, including weekends and holidays, as customer needs arise. Key Responsibilities Customer Communication & Support Serve as the primary point of contact for customer inquiries across email, chat, and other support channels Respond to customer questions with professionalism, empathy, and confidence—especially around sensitive skin concerns, product usage, and expectations De‑escalate and resolve customer issues while reinforcing trust in the AO2 SKIN brand Develop and refine customer‑facing responses using subject matter expertise from internal teams (science, product, leadership) Shipping & Order Coordination Manage shipping‑related inquiries including tracking, delays, lost packages, and delivery issues Coordinate directly with fulfillment partners and carriers to resolve issues quickly and accurately Proactively communicate updates to customers when shipping issues arise Identify recurring shipping problems and recommend process improvements Systems, Tracking & Reporting Log, track, and manage all customer interactions using customer service and CRM tools Maintain accurate records of customer issues, resolutions, and follow‑ups Monitor trends in customer feedback, product questions, and support volume Track success metrics such as response time, resolution time, and customer satisfaction Process Development & Continuous Improvement Help build and maintain a scalable customer service knowledge base and response library Improve workflows, templates, and internal documentation to support consistent, high‑quality responses Partner with leadership to identify opportunities to improve the overall customer experience Support product launches, promotions, and seasonal volume increases as needed Required Skills & Qualifications Communication & Interpersonal Skills Exceptional written and verbal communication skills Strong ability to communicate complex or technical information in a clear, reassuring way High emotional intelligence with a natural ability to show empathy and build trust Calm, confident, and solution‑oriented when handling difficult situations Technical & Organizational Skills Comfortable using customer service platforms, CRMs, and ticketing systems Strong attention to detail and ability to manage multiple open issues simultaneously Ability to document issues clearly and track outcomes over time Proficient with standard business tools (email, spreadsheets, internal dashboards) Experience & Mindset Prior experience in customer service, customer success, or operations (managerial experience a plus) Experience handling shipping, fulfillment, or logistics‑related customer issues preferred Ability to quickly learn product science and apply it in customer communication Proactive, accountable, and comfortable owning problems through resolution Willingness to work off‑hours, including weekends and holidays, as required What Success Looks Like in This Role Customers feel heard, supported, and confident in AO2 SKIN Shipping issues are resolved quickly with clear communication Customer feedback and trends are tracked and shared internally Support systems and responses become more efficient and consistent over time The customer service function scales smoothly as the company grows Why Join AO2 SKIN Be part of a science‑driven skincare company with a meaningful mission Work closely with leadership and product experts Play a critical role in shaping the customer experience and brand reputation Join a growing, hands‑on team where your work truly matters Seniority level Mid‑Senior level Employment type Full‑time Industries Personal Care Product Manufacturing #J-18808-Ljbffr AO2 Clear