Customer Service Manager
Salary: Starting at $70k+ (Flexible depending on experience)
Location: Orange County, CA (Hybrid preferred; Remote within the U.S. considered)
Office: Irvine, CA
Hours: U.S. business hours (8:00am–5:00pm PT) About
Our client is a premium baby care brand serving modern families through direct-to-consumer and major retail partners including Target. They design thoughtfully, operate intentionally, and take customer trust seriously—especially when it comes to products that touch babies’ skin every day.
As a lean, fast-growing company, they are highly hands-on and collaborative. Customer experience is core to their brand, not a support function on the sidelines. They are now hiring a Customer Service Manager to own, elevate, and protect the voice of the company across all customer-facing channels.
The Role
This is a hands-on leadership role for someone who deeply understands U.S. consumers—particularly parents—and has extensive experience managing customer-facing issues in CPG, baby, or personal care brands .
You will be the primary escalation owner , the final editor of their customer voice , and the leader responsible for training and guiding their outsourced support team to deliver consistent, empathetic, and accurate responses. This role requires exceptional writing skills , sound judgment, and the ability to calmly de-escalate sensitive situations in public and private channels.
You will work closely with the CEO and leadership team and have real influence on product feedback, brand reputation, and long-term customer trust.
Key Responsibilities
- Serve as the primary escalation point for complex, sensitive, or high-risk customer cases
- Confidently de-escalate frustrated or emotional customers with empathy, clarity, and professionalism
- Manage and support a distributed customer service team (including international outsourced resources) handling ~500+ tickets per week
- Personally handle select customer communications while training the team to independently manage the rest
- Ensure all customer-facing responses (email, reviews, social, retail platforms) reflect the company's premium brand voice —thoughtful, calm, clear, and human
- Review, edit, and elevate written responses to ensure accuracy, tone, and consistency
- Create and continuously refine customer service playbooks, response frameworks, and escalation guidelines
- Monitor patterns in complaints, reviews, and tickets; identify root causes and proactively recommend solutions
- Partner with leadership on insights related to product changes, quality, marketing claims, and customer retention
- Support growth across DTC, Amazon, and retail channels by preparing the CS function for increased scale and complexity
What We’re Looking For
- 5+ years of experience in customer service leadership or management
- Strong preference for experience in:
- Baby, childcare, diapers, wipes, personal care, or CPG
- Direct-to-consumer brands and/or major U.S. retail environments
- Excellent writer — able to explain complex product, ingredient, or quality topics clearly and calmly to consumers
- Deep understanding of U.S. consumer expectations , especially parents and caregivers
- Proven experience managing or working with outsourced or international CS teams
- Confident handling escalations across email, reviews, social media, phone, and Zoom
- High emotional intelligence; calm under pressure; solutions-oriented
- Strong business judgment with the ability to protect the brand while supporting customers
- Comfortable working in a lean, fast-moving environment without heavy bureaucracy
Work Environment & Logistics
- Hybrid in Orange county, CA preferred for collaboration and onboarding
- Strong remote candidates within the U.S. will be considered
- Must be available during regular U.S. business hours
- Role requires frequent written communication and real-time collaboration
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