Senior Manager, Customer Experience

📋 Description

• Lead the in-house Support Supervisor and manage both BPO partners, including staffing, SLAs, QA
• Oversee support across DTC, email, AI-assisted chat, Amazon, TikTok Shop, and skincare professional
• Maintain clear, up-to-date support policies, SOPs, and training resources so all agents deliver
• Partner with Retention and eCommerce to reduce avoidable subscription contacts, including
• Partner with shipping and fulfillment teams to reduce delivery-related contacts through proactive
• Lead the monthly Voice of Customer review, identify top contact drivers, and establish accountable

🎯 Requirements

• 7+ years of experience in customer experience or customer support, including 4+ years managing CX
• Experience managing outsourced BPO partners, including SLAs, QA, staffing, and performance.
• Demonstrated experience supporting a subscription or recurring-purchase business, including
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify
• Ability to build contact-trend, cost, and staffing analyses and present clear recommendations to
• Excellent written communication for executive updates, SOPs, and customer-facing policies.

🎁 Benefits

• Fully remote work experience, including a one-time allowance for home office setup
• Comprehensive medical, dental, vision package, and FSA
• 401K with 100% match up to 5% of your salary
• Flexible PTO
• Monthly wellness package (Gympass) including free meditation app membership (Headspace, Calm)
• Free OneSkin subscription for full-sized products