Customer Service Manager

**Reports to:** CEO **Location:** Remote **Job Type:** Contract/40 hours weekly/ 1099 **About Juvia’s Place** Juvia’s Place is a leading beauty brand known for rich, vibrant cosmetics that celebrate the beauty of all skin tones. We are passionate about representation, innovation, and creating products that inspire confidence and creativity. As we continue to grow, we’re looking for a dedicated Customer Service Manager who can uphold and elevate the customer experience that is at the heart of our brand. **Job Summary** The Customer Service Manager is responsible for leading the customer service team, ensuring prompt, empathetic, and effective support across all channels. This individual will develop processes, manage day\-to\-day operations, and provide strategic insight to improve the overall customer journey. **Key Responsibilities:** Team Leadership \& Development * Supervise, train, and mentor a team of customer service representatives * Monitor performance metrics and provide coaching to improve KPIs such as response time, resolution rate, and customer satisfaction * Schedule and manage shifts to ensure optimal coverage, especially during product launches or peak seasons Customer Experience Strategy * Develop and implement customer service policies and procedures that align with the Juvia’s Place brand voice and values * Track and analyze customer feedback to identify trends, pain points, and opportunities for improvement * Collaborate with marketing, logistics, and product teams to resolve complex issues and anticipate customer needs Platform \& Systems Oversight * Manage customer support tools and systems * Ensure all platforms are optimized for efficiency and that the team is trained on system updates and best practices Escalation Management * Handle escalated customer complaints with professionalism and care * Proactively prevent recurring issues through feedback loops and process updates Reporting \& Analytics * Generate weekly and monthly reports on support metrics * Recommend action plans based on data to enhance customer satisfaction and retention **Qualifications** * 5\+ years of experience in customer service, with 2\+ years in a management or supervisory role * Beauty, cosmetics, or eCommerce experience preferred * Strong understanding of CRM and customer service platforms * Excellent communication, problem\-solving, and conflict resolution skills * Passion for delivering best\-in\-class customer experiences * Ability to work independently, prioritize tasks, and lead a remote or hybrid team * Strong analytical skills and attention to detail