Customer Care Manager

The LovelySkin Customer Care team is growing and we’re looking to add an important piece to the puzzle: Customer Care Manager! Join (and lead!) this amazing group of humans who set the bar high and relentlessly look for ways to make our customer’s experience just a little more lovely. We are so proud that our team has achieved Bizrate’s Platinum Circle of Excellence for twelve straight years for outstanding customer service scores. Our dynamic customer care team responds to phone questions about orders, make product recommendations, advise on skin care regimens, problem-solve issues, online chats, take orders and so much more. In this critical role, you’ll direct and support the day to day of this amazing team through coaching, goal management and hoorays!A little bit about us:LovelySkin, a division of LovelyGroup, has grown to be one of the largest skin care and beauty websites in the country, most recently recognized by Newsweek as one of the “Best Online Shops” of 2023! We are committed to providing our customers with outstanding customer service, quick delivery, an appealing shopping experience, and the most comprehensive offering of physician-grade skin care and beauty products available.Location: On site (Omaha, NE)Status: Full-time, SalariedA day in the Life:The Customer Care Manager will, in partnership with the Director of Customer Care, support and direct daily duties to deliver exceptional service levels. Leaderships focus will center on maintaining BizRate scores, managing staffing to limit wait times, and coaching to reach performance goals.Provide day to day direction and support to customer care teamModel professional, solution focused mindset for the teamPhone queue coverage should be expected, at least 50-70% of the timeCoach the team to hit email and chat response rate deadlines, drafting responses and proofreading team responsesAssist with challenging customer calls; serve as a key part of the escalation processPartner with Director of Customer Care to ensure team engagement and customer satisfaction remains highCoordinate weekly schedule and follow up on daily and weekly scheduling and time punch issuesCustomer Care working hours include weekends and some holidays; Managers should expect to work occasional weekendsAbout you:Call Center Experience, in a lead or manager roleComfortable working in a phone queue centric workflow and coaching team membersStrong technical skills to troubleshoot basic website bugs with customersAbility to multitask between calls, internal chats and emailQuick to praise and support customer care team when neededPositive, friendly attitude with excellent client service and communication skillsStrong passion for all things Beauty and Skin Care, including staying on top of industry trendsBilingual is a plus but not a mustLovelyGroup is pleased to offer these great perks:Quick access to exceptional health, dental and vision coverage. Coverage available on the 1st of the month after you startDual Retirement Saving Approach: Generous 401k with match AND companyprofit sharingCompetitive salaries and annual bonusFlexible paid time off for salaried employees. No formal PTO bank needed here…Generous employee discount on all products and servicesRelaxed, collaborative environment with casual dress code and hybrid workstyleThe LovelyGroup includes LovelySkin.com, SchlessingerMD, the LovelySkin Retail store and Day Spa, Olive and Delmar, and Cosmetic Surgery Forum (CSF). Spanning this diversified set of companies and services, we’re delighted to unify under one core mission: To help everyone feel confident in their skin . LovelyGroup is proud to be an employer who champions innovation, prioritizes employee-centric benefits and leads the market in setting a generous livable wage for all employees.At LovelyGroup, we don’t just accept difference- we celebrate it, we support it, and we thrive on it for the benefit of our employees, our patients and customers, and our community. LovelyGroup is honored to be an equal opportunity workplace.

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