Customer Support Lead (CX Manager)

About Bask & LatherBask & Lather is a fast-growing beauty brand rooted in clean, effective haircare that promotes healthy hair growth and retention. We're loved by millions, fueled by real results, and supported by a loyal community. As we scale, we're building a world-class customer experience"”and that starts with you.About the RoleWe're looking for a proactive, compassionate, and organized Customer Support Lead to manage our customer service operations and team. In this role, you'll be the go-to person for customer satisfaction, leading day-to-day support operations while building systems that scale with our growth.Key ResponsibilitiesLead and manage all customer support ***** email, SMS, chat, and social escalationsSupervise and support a small team of customer service reps (existing and future hires)Respond to escalated tickets and complex cases with professionalism and careCollaborate with our 3PL, warehouse team, and operations manager to quickly resolve order, shipping, and product issuesTrack key metrics (ticket volume, CSAT, response/resolution time) and report trends weeklyCreate and maintain customer support SOPs, macros, and help center contentImplement systems and tools (e.g. Gorgias, Zendesk) to improve workflow and efficiencyIdentify opportunities to improve the customer experience and reduce support volume (i.e., proactive education, FAQs, automation)Coach agents to produce ROI by cross-selling, upselling, and educating customers on additional products that support their hair goalsPartner with marketing and community teams to support launch and campaign communication needYou're a Great Fit If You...Have 3-5+ years of experience in customer support, preferably in e-commerce or beauty/wellnessHave experience managing or mentoring a small teamThrive in high-volume environments with grace and attention to detailAre tech-savvy and comfortable using tools like Gorgias, Shopify, Klaviyo, and Google SheetsKnow how to balance empathy with efficiency"”you care deeply about the customerHave excellent written communication and a warm, clear toneAre highly organized, self-motivated, and solutions-orientedWhat We OfferCompetitive salary, 401K with matching, medical/dental/vision benefits.Generous employee discount on all productsOpportunity to work with a passionate, fast-moving teamA meaningful role in shaping one of the fastest-growing haircare brands in the U.S.

Created: 2025-05-11