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Customer Support Manager

Company: Alastin Skincare, Inc.
Location: Carlsbad
Posted on: September 15, 2019

Job Description:

The Company:ALASTIN SkincareTM, Inc., founded in 2015 and located in Carlsbad, CA, is an innovative emerging growth skincare company dedicated to developing and marketing new, scientifically proven and clinically-tested products that reinvigorate, protect, and maintain healthy skin for a lifetime.--Position Summary: The Customer Support Manager is responsible for managing the Customer Support Department.--The Customer Service and Sales Support Specialists will report to this position.--The manager will ensure outstanding customer service is being provided via phone, in problem solving, while answering product related questions and fielding complaints and when supporting the sales team.----This position will report to the VP Commercial Operations and Strategic Planning. Responsibilities:------------------Improve customer service experience, create engaged customers and facilitate growth------------------Take ownership of customer issues and follow problems through to resolution------------------Develop and improve service procedures, policies, and standards including organized and well-thought-out problem-solving responses------------------Establish and maintain customer service and sales support FAQ's and standard responses------------------Build, analyze, and deliver dashboards with appropriate customer support key performance indicators (KPIs.)--Utilize KPIs to identify areas of improvement ------------------Develop and improve process to track customer service issues through appropriate systems to identify common issues and processes to address------------------Recruit, mentor, coach and develop Customer Service and Sales Support Specialists and provide an environment where they can excel through encouragement and empowerment------------------Support cross-functional coordination with other teams (e.g. Marketing, Sales, Finance) to identify key issues, build responses, track metrics, plan for promotions, etc.------------------Manage resources and utilize assets to achieve qualitative and quantitative goals------------------Manage challenging phone calls or email inquiries during escalation process and provide action items to satisfy the customer Requirements:------------------5 or more years of experience managing a customer service department, including multiple direct reports. Prior aesthetics industry experience preferred.------------------BA/BS degree preferred, or equivalent education and directly related years of experience.------------------Ability to communicate effectively, orally and in writing, with employees and all other internal and external contacts ------------------Ability to think strategically and be solution oriented------------------Demonstrated ability to lead in a team oriented, collaborative environment------------------Experience working with NetSuite or order entry portal and CRM system a plus------------------Proficient in Microsoft PowerPoint, Word, and Excel For a full job description and to learn more about Alastin Skincare, please visit our website at:

Keywords: Alastin Skincare, Inc., San Diego , Customer Support Manager, Executive , Carlsbad, California

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