new NY, US
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Job# 23936 BH# 323805
Contact# 5237027

Sr. Customer Service Manager

Growing Beauty Company  seeks  a  Senior Customer Service Manager for their NY HQ.

This position is fast paced and requires a great deal of multi-tasking. The ideal candidate would also possess customer service experience relating to the beauty and cosmetic industry.

This is an evolving function within a growing company, so comfort with ambiguity, change, and very hands-on work is important. It’s crucial for the Senior Manager to be a strong leader, coach, and advocate for her/his team. All qualified candidates must be well organized, pay attention to detail and able to work independently with minimal supervision.

Major Duties/Responsibilities:

•             Manage the overall operations of the Customer Service department and staff.

•             Define the standards of service, the processes to deliver on them, and the coaching strategy to continually build the capabilities of the team.

•             Develop a training and development program to accelerate onboarding and continually build the skills of the team.

•             Manage to metrics to ensure we deliver on our standards of service and lead continuous improvement efforts to drive higher performance.

•             Be the voice of the customer to inform service, product and marketing strategy.

•             Partner with Finance to build forecasting models, design effective compensation plans, and build staffing plans to enable continued rapid growth.


•             Five years plus experience in a customer service, account management, or customer success role within a consumer company preferably with beauty.

•             Three+ years scaling and managing a growing team.

•             Experience within a retail and e-commerce sales.

•             Experience leading customer service and sales organizations through periods of rapid growth.

•             Analytically strong, with experience using Excel, Salesforce and other tools to analyze, manage and report on team performance.

•             Excellent written and verbal communication skills; demonstrated ability to build relationships with subordinates, peers, executives and clients.

•             Advanced MS office experience necessary- qualified individual should have strong Excel & Word skills