Customer Service Manager (f/m/d)
Core
Manage customer service operations across email, WhatsApp, and social channels while driving automation and AI adoption to improve ticket resolution rates.
Role type
Senior Customer Service Manager (Operations & Strategy)
Builds
Customer support processes, automated workflows, and service quality metrics for a conscious beauty brand.
Domain
E-commerce / D2C Beauty
Deliverable
production ML models
Required skills
Customer service operations, ticket management, process optimization, stakeholder management, data analysis, team leadership, tool configuration, vendor management, quality assurance, strategic planning
Preferred skills
Experience with AI-driven support tools, experience with outsourcing partners, experience in the beauty industry, experience with WhatsApp or social media support
Technologies
Gorgias, Shopify, Asana, Slack
Responsibilities
Handle complex customer tickets and escalations directly in queues, define and optimize support processes and channel mix, manage and brief an external outsourcing partner, configure and improve the CS tool (Gorgias) including AI agents, relay customer feedback to product and marketing teams, monitor and report on key service level metrics.
Seniority
Mid-Senior, hands-on IC
