Customer Service Manager | US – Los Angeles, CA

Honey Birdette is hiring a Customer Service Manager to lead its customer service team and deliver customer experiences across multiple channels. The role oversees team scheduling and coaching, escalated issues, customer support operations, warehouse coordination, and e-commerce reporting.

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

Requirements:

• 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
• Must have unrestricted access to work in the U.S
• Must be at least eighteen (18) years of age