Customer Service Manager

About the role

We are a global consumer products company with a premium brand looking for an experienced Customer Service Manager to lead and elevate our customer experience function. You will own daily service operations, uphold brand standards across all touchpoints, and act as the internal voice of the customer.

Key responsibilities

• Manage day‑to‑day customer service operations, ensuring timely, accurate, and empathetic communication via email, chat, and other digital channels.
• Maintain written communication that reflects premium brand quality and ensure compliance with company policies.
• Monitor and achieve KPIs such as response time, CSAT, resolution time, and service quality; provide performance reports and actionable insights.
• Identify trends, recurring issues, and product feedback; share insights with leadership and cross‑functional teams.
• Continuously evaluate and improve service processes, workflows, and documentation.
• Collaborate with Operations, E‑Commerce, Marketing, Logistics, and Product Development to resolve concerns and enhance the overall experience.
• Become proficient with customer service platforms, ERP, and order‑management tools.

Required profile

• 3‑5 years of customer service management experience, preferably in beauty, skincare, luxury retail, or premium consumer products.
• Professional fluency in Spanish or French (written and verbal) is strongly preferred.
• Data‑driven mindset with the ability to translate feedback into actionable improvements.
• Strong initiative, sound judgment, and accountability while working independently and collaboratively.

Required skills