Customer Service Manager

Juvia's Place LLC is a leading beauty brand known for rich, vibrant cosmetics that celebrate the beauty of all skin tones. They are seeking a dedicated Customer Service Manager to lead the customer service team and enhance the overall customer experience. This role involves developing processes, managing daily operations, and providing strategic insight to improve customer satisfaction.

Responsibilities:

• Supervise, train, and mentor a team of customer service representatives
• Monitor performance metrics and provide coaching to improve KPIs such as response time, resolution rate, and customer satisfaction
• Schedule and manage shifts to ensure optimal coverage, especially during product launches or peak seasons
• Develop and implement customer service policies and procedures that align with the Juvia’s Place brand voice and values
• Track and analyze customer feedback to identify trends, pain points, and opportunities for improvement
• Collaborate with marketing, logistics, and product teams to resolve complex issues and anticipate customer needs
• Manage customer support tools and systems
• Ensure all platforms are optimized for efficiency and that the team is trained on system updates and best practices
• Handle escalated customer complaints with professionalism and care
• Proactively prevent recurring issues through feedback loops and process updates
• Generate weekly and monthly reports on support metrics
• Recommend action plans based on data to enhance customer satisfaction and retention

Requirements:

• 5+ years of experience in customer service, with 2+ years in a management or supervisory role
• Strong understanding of CRM and customer service platforms
• Excellent communication, problem-solving, and conflict resolution skills
• Passion for delivering best-in-class customer experiences
• Ability to work independently, prioritize tasks, and lead a remote or hybrid team
• Strong analytical skills and attention to detail
• Beauty, cosmetics, or eCommerce experience preferred