Customer Experience Manager — E-commerce & Operations

About the Company

We are a next-generation beauty brand redefining the makeup category through innovation, high-performance formulations, and inclusivity. Our products combine science, artistry, and thoughtful product development to create effective beauty solutions for a diverse range of customers.

We are committed to delivering exceptional products and an equally exceptional customer experience at every stage of the customer journey.

Position Overview

We are seeking a proactive, highly organized Customer Experience Manager to oversee customer support operations and strengthen the post-purchase experience for a growing beauty and e-commerce brand.

This role will serve as the primary bridge between the brand’s internal teams and its outsourced customer support partner, ensuring customer issues are resolved efficiently, operational challenges are communicated clearly, and support processes consistently reflect the brand’s standards.

The ideal candidate combines strong communication and stakeholder management skills with hands-on experience in e-commerce customer support, particularly using Zendesk and Shopify Plus. They should be comfortable coordinating with cross-functional teams, managing escalations, identifying recurring issues, and implementing practical improvements to workflows, documentation, and automation.

This is an opportunity for a customer experience professional who enjoys taking ownership, solving problems, and building scalable processes in a fast-paced consumer brand environment.

Key Responsibilities

1. Customer Support Operations & BPO Management

Manage the day-to-day relationship with the external customer support partner, ensuring alignment on priorities, service standards, and customer experience expectations.

Monitor support performance, response and resolution times, customer satisfaction, quality, and recurring issues.

Coordinate agent training, process updates, documentation, and knowledge sharing with the outsourced team.

Ensure the support partner is prepared for product launches, promotions, seasonal peaks, and other business initiatives.

Identify operational gaps and work with partner leadership to improve service quality, efficiency, and accountability.

2. Cross-Functional Communication & Issue Resolution

Serve as the primary point of contact connecting customer support with internal teams, including Product Development, Operations, Quality, Marketing, and E-commerce.

Communicate customer feedback, product concerns, order issues, and emerging trends clearly and professionally.

Coordinate the resolution of escalated customer issues, ensuring the appropriate teams are informed and follow-through is timely.

Identify recurring problems and collaborate with stakeholders to address root causes rather than individual cases alone.

Maintain clear communication, ownership, and visibility across teams when customer-impacting issues arise.

3. E-commerce & Post-Purchase Operations

Oversee customer-facing workflows related to orders, shipping, fulfillment, returns, refunds, replacements, and product inquiries.

Use Shopify Plus and related systems to investigate order issues, validate information, and coordinate resolutions with fulfillment and operational partners.

Partner with internal teams to improve the post-purchase journey and reduce friction across the customer experience.

Help maintain accurate policies, escalation procedures, and workflows for common customer scenarios.

Support operational readiness for new products, launches, campaigns, and changes that may affect customers.

4. Zendesk, Systems & Process Improvement

Manage and optimize Zendesk workflows, ticket routing, macros, automations, tags, reporting, and help center resources.

Maintain accurate support documentation, standard operating procedures (SOPs), internal playbooks, and customer-facing FAQs.

Identify opportunities to streamline repetitive tasks, improve response consistency, and expand self-service capabilities.

Use customer support tools and e-commerce systems to improve visibility into issues and operational performance.

Explore practical automation and AI solutions that improve efficiency without compromising the quality of customer interactions.

5. Reporting, Customer Insights & Quality

Prepare regular reports on customer support performance, customer satisfaction, ticket volume, resolution times, and issue trends.

Analyze customer feedback to identify recurring product concerns, fulfillment challenges, and opportunities to improve the customer journey.

Share actionable insights with relevant internal stakeholders to support better decision-making.

Track outstanding issues and ensure appropriate follow-up until resolution.

Maintain a high standard of accuracy, professionalism, and attention to detail across support operations.

6. Customer Experience & Brand Standards

Ensure customer interactions reflect the brand’s voice, values, and commitment to inclusive, high-quality beauty experiences.

Support consistent, helpful product education and customer guidance across support channels.

Help improve customer confidence in product selection, application, and post-purchase care.

Where appropriate, identify opportunities to improve customer retention and loyalty through better service and product guidance.

Skills

Requirements

4+ years of experience in customer support, customer experience, e-commerce operations, or a related customer-facing operational role.

Previous experience managing or coordinating an outsourced customer support team, BPO, or external service provider.

Hands-on experience with Zendesk or a comparable customer support platform, including workflows, macros, automations, ticket management, and reporting.

Experience working with Shopify Plus or Shopify and familiarity with e-commerce order management, fulfillment, returns, and refunds.

Excellent written and verbal communication skills, with the confidence and professionalism to coordinate with cross-functional stakeholders and external partners.

Strong organizational and project coordination skills, with the ability to manage competing priorities and ensure issues are followed through to resolution.

Analytical problem-solving skills, including the ability to identify recurring issues, interpret support metrics, and recommend process improvements.

Demonstrated ownership, initiative, and the ability to work independently in a fast-paced environment.

Impeccable attention to detail and a proactive approach to documentation, process consistency, and operational follow-through.

Professional English proficiency and availability to work full-time during Pacific Time business hours

Experience using customer feedback and support interactions to improve retention, customer satisfaction, and the overall shopping experience.