Job Description
Emerging female founded skincare brand is seeking a operational lead who can own customer experience end-to-end while helping strengthen and scale daily operations across the business. This is not a traditional customer service role — we are looking for someone with strong operational instincts who can execute, delegate, improve systems, and help build processes as we grow.
As a small, fast-moving, and highly collaborative team, this role is deeply hands-on. You will oversee customer communications across all channels while supporting core operational workflows and identifying opportunities for efficiency and improvement. Your voice will matter here — we want someone who is thoughtful, proactive, solutions-driven, and excited to help build something meaningful. Based in Beverly Hills, full-time onsite.
Your Responsibilities
- Ensure exceptional customer service across all channels by responding promptly and professionally to all email, live chat, and social media inquiries using our brand voice.
- Review and manage communications from dissatisfied customers, implementing thoughtful service recovery solutions.
- Oversee daily customer service operations, including:
- Order placement, tracking, and follow-ups
- New customer account setup
- Warranty and replacement processing
- Delivery status monitoring
- Inventory checks and availability updates
- Offering alternative product solutions
- Error resolution and order cancellations
- Ensure all interactions reflect our commitment to best-in-class service aligned with company standards.
- Support weekly and ad-hoc CX initiatives as needed.
- Collaborate with the sales team to proactively manage and reduce backorders through strategic communication.
Operations Leadership
- Enter and manage customer orders within ERP systems (Odoo, Oracle NetSuite).
- Assist with daily operational and administrative workflows across departments.
- Escalate complex cases and partner with the Director of Operations & CX to resolve issues effectively.
- Identify process gaps and propose scalable solutions to improve efficiency and service quality.
- Support onboarding and training of new team members.
- Provide cross-departmental operational coverage when needed.
- Manage office supply ordering and basic operational logistics.
Reporting & Process Improvement
- Ensure timely, thorough responses to all customer inquiries across platforms.
- Create monthly reporting dashboards with KPIs centered on customer satisfaction, response times, and service performance.
- Partner with leadership to set team goals and continuously improve workflows and productivity.
Who You Are
- A true builder who wants to grow with a small, mission-driven brand.
- Highly organized, detail-oriented, and comfortable working in a fast-paced environment.
- A strong communicator with excellent judgment and problem-solving skills.
- Passionate about skincare, health, and wellness, with a natural alignment to brand voice and community-first values.
- Collaborative, proactive, and confident in balancing CX execution with operational leadership.
Qualifications
- 2–5+ years with operational experience (required).
- Proven experience in customer experience leadership or service operations.
- Proficiency in Excel and Google Sheets.
- Experience with Shopify and 3PL workflows strongly preferred.
- Experience working in ERP systems such as Odoo or NetSuite preferred.
- Demonstrated ability to multitask, prioritize, and execute with precision.