Customer Service Manager | US – Los Angeles, CA (Remote)

Honey Birdette • Remote, USA

6h • Remote

About The Position

Honey Birdette is seeking an online Customer Service Manager to lead and develop a high-performing team, ensuring exceptional customer experiences across all channels. This role involves hands-on management of the team, including scheduling and coaching, as well as direct handling of customer interactions via live chat, calls, and social media. Operationally, the manager will oversee order processing, resolve shipping and fraud issues, and collaborate with warehouse teams. A strong focus on customer-centricity, problem-solving, and continuous improvement is essential. The role requires maintaining 24/7 customer support and ensuring compliance with company policies.

Requirements

• Previous experience in a customer service and omni-channel management is required
• Proven ability to manage multiple channels of communication in a timely and responsive manner
• Proven experience in fast paced working environment with ability to achieve set KPI’s.
• Customer experience driven, communications expert with positive outcomes at front of mind.
• Bubbly attitude, people orientated, and open minded.
• Experience in working across multiple systems at one time.
• Ability to understand and utilise company policies & processes.
• Enjoys collaborating with broader teams to achieve high commercial outcomes.
• Ability to deescalate situations and turn a potential negative experience into a positive one.
• Calm under pressure with proven ability to work within deadlines.
• Ability to work autonomously & within a team environment.
• Available to work a flexible schedule to meet the needs of the business, which include closing shifts, weekends and holiday shifts.
• Must have unrestricted access to work in the U.S.
• Must be at least eighteen (18) years of age.

Responsibilities

• Create and publish monthly team rosters, ensuring full regional coverage.
• Approve team timesheets and monitor adherence to scheduled hours.
• Conduct regular one-on-one coaching sessions with actionable development plans.
• Handle escalated tickets and identify training opportunities for team growth.
• Deliver weekly region performance reports and ad hoc analysis for e-commerce.
• Lead daily briefings to align on objectives, updates, and customer priorities.
• Champion the customer perspective in all decisions and service delivery.
• Proactively resolve customer issues and ensure follow-through on commitments.
• Manage live chats, calls, social media, and email inquiries to maintain 24/7 support coverage.
• Coordinate Click & Collect, unfulfilled orders, VIP invoicing, and gift card issues.
• Oversee manual order processing, fraud checks, and system error corrections.
• File courier claims, manage replacements, and enforce compliance with policies.
• Liaise with warehouse and opening office, facilitating respectful and clear communication.
• Participate in ongoing training, stay informed via internal channels, and suggest improvements.
• Perform additional duties as assigned, consistently focusing on customer obsession.

Benefits

• Competitive wages.
• Generous retail sales incentive programs.
• Encouraging & empowering environment with career progression and training opportunities.
• Employee assistance program for mental health and counseling services.
• 401k, including a matching discount from the company.
• Generous product discount!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed