Our client is seeking a hands-on Customer Service Manager based onsite in Beverly Hills. This is a highly visible role for someone who can build structure, improve service quality, and serve as the primary customer service leader in a fast-paced fashion and e-commerce environment. The position is ideal for someone who thrives in a growing business, enjoys owning the customer experience, and is comfortable operating as an individual contributor while helping lay the groundwork for future team expansion. This role will focus on overseeing customer support operations across multiple channels, improving response quality and efficiency, handling escalated issues, and helping maintain excellent shop ratings and customer satisfaction. The right candidate will be process-oriented, proactive, and confident working cross-functionally with internal teams to strengthen the overall customer journey.
Position Details
- Employment Type: Contract to Hire
- Location: Onsite in Beverly Hills
- Pay rate: $45-47/hour
- Team Structure: Individual contributor role with potential to help support future hiring
Key Responsibilities
- Own day-to-day customer service operations across all support channels.
- Respond to and resolve escalated customer concerns with professionalism and urgency.
- Establish workflows, service standards, and key performance indicators to improve team effectiveness.
- Monitor shop ratings, customer feedback, and satisfaction trends to maintain high service standards.
- Track ticket volume, response times, and resolution metrics to identify areas for improvement.
- Partner with e-commerce, operations, and marketing teams to ensure a seamless customer experience.
- Create scalable processes and documentation to support future team growth.
- Support continuous improvement efforts in a fast-moving, fashion-focused business.
Qualifications
- 3+ years of experience in customer service, support operations, or customer experience leadership.
- Strong hands-on approach with the ability to work independently in a one-person department.
- Experience building or improving customer service processes and workflows.
- Excellent communication, problem-solving, and conflict resolution skills.
- Comfortable analyzing performance metrics and using data to drive improvements.
- Experience supporting e-commerce or retail customers is strongly preferred.
- Background in fashion, apparel, lifestyle, or other trend-driven consumer brands is a plus.
- Ability to work onsite in Beverly Hills.
This is an excellent opportunity for a customer service professional who enjoys being deeply involved in daily operations, building strong service foundations, and contributing to the growth of a dynamic consumer-facing business.
