Senior Manager, Customer Experience

OneSkin

1d • $155,000 - $175,000 • Remote

About The Position

OneSkin is seeking a hands-on Senior Manager, Customer Experience to lead its customer support function and turn customer feedback into meaningful improvements across the business. Reporting to the VP of Operations, this leader will oversee a support operation handling more than 40,000 customer contacts annually across email, AI-assisted chat, Amazon, TikTok Shop, the DTC site, and skincare professional support. The role leads an in-house Support Supervisor and manages two outsourced BPO partners, including a BPO team supervisor and five frontline agents.

The Senior Manager will partner with Retention, Marketing, eCommerce, Product, Science, Legal, and other relevant teams to improve customer outcomes, advance automation, and address customer feedback. The role owns CX tools and workflows, supports subscription retention and self-service improvements, leads the Voice of Customer review, reports on operational performance, and oversees policy and risk-related processes. The position is designed to grow with the function, with a potential path to Director of Customer Experience as the team and automation program scale.

Requirements

• At least 7 years of experience in customer experience or customer support, including at least 4 years managing CX teams within a DTC or eCommerce brand.
• Experience managing outsourced BPO partners, including SLAs, QA, staffing, and performance.
• Demonstrated experience supporting a subscription or recurring-purchase business, including cancellation, pause, and retention/save flows.
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify, subscriptions, and returns tools; troubleshoot sync issues; and reconcile data across platforms.
• Ability to build contact-trend, cost, and staffing analyses and present clear recommendations to executives.
• Excellent written communication for executive updates, SOPs, and customer-facing policies.
• Ability to flex into West Coast hours as business needs require.

Nice To Haves

• Beauty, skincare, or regulated consumer products experience.
• Experience implementing AI or support automation with measurable goals and results.
• Marketplace support experience, particularly Amazon and TikTok Shop.
• Experience with Kustomer, Loop Returns, Skio, Okendo, Looker, Asana, SQL, APIs, or webhooks.
• Experience applying AI to contact analysis, automation design, workflow improvement, or agent efficiency.

Responsibilities

• Lead the in-house Support Supervisor and manage both BPO partners, including staffing, service-level agreements, quality assurance, coaching, capacity, and performance.
• Oversee support across DTC, email, AI-assisted chat, Amazon, TikTok Shop, and skincare professional channels.
• Maintain current support policies, standard operating procedures, and training resources to ensure consistent service.
• Partner with Retention and eCommerce to reduce avoidable subscription contacts through improved self-service and retention flows for cancellations, pauses, and excess-product concerns.
• Partner with shipping and fulfillment teams to reduce delivery-related contacts through proactive tracking, delay alerts, and root-cause resolution.
• Lead the monthly Voice of Customer review, identify leading contact drivers, and establish accountable cross-functional owners for improvement actions.
• Own configuration and continuous improvement of the CX technology stack, including vendor relationships, workflows, integrations, and AI-assisted support.
• Expand AI automation with measurable outcomes while protecting service quality, accuracy, and OneSkin’s brand voice.
• Report on contact trends, cost per ticket, service performance, and staffing needs, and develop recommendations for investment and efficiency.
• Partner with relevant teams to define and execute support policies for returns, subscription retention offers, and international consumer protection requirements.
• Work with Science on customer-reported skin reactions, including monitoring, identifying product-level patterns, and guiding appropriate responses.
• Oversee fraud review and chargeback processes to help protect revenue.

Benefits

• Competitive base salary with strong quarterly bonus potential and equity/stock options.
• Fully remote work experience.
• One-time home office setup allowance.
• Comprehensive medical, dental, and vision package, and FSA.
• 401(k) with 100% match up to 5% of salary.
• Flexible PTO.
• Monthly wellness package (Gympass), including free meditation app membership (Headspace or Calm).
• Free OneSkin subscription for full-sized products.

What This Job Offers

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