Customer Service Manager

Salary: Starting at $70k+ (Flexible depending on experience)
Location: Orange County, CA (Hybrid preferred; Remote within the U.S. considered)
Office: Irvine, CA
Hours: U.S. business hours (8:00am-5:00pm PT)

About
Our client is a premium baby care brand serving modern families through direct-to-consumer and major retail partners including Target. They design thoughtfully, operate intentionally, and take customer trust seriously-especially when it comes to products that touch babies' skin every day.
As a lean, fast-growing company, they are highly hands-on and collaborative. Customer experience is core to their brand, not a support function on the sidelines. They are now hiring a Customer Service Manager to own, elevate, and protect the voice of the company across all customer-facing channels.

The Role
This is a hands-on leadership role for someone who deeply understands U.S. consumers-particularly parents-and has extensive experience managing customer-facing issues in CPG, baby, or personal care brands.
You will be the primary escalation owner, the final editor of their customer voice, and the leader responsible for training and guiding their outsourced support team to deliver consistent, empathetic, and accurate responses. This role requires exceptional writing skills, sound judgment, and the ability to calmly de-escalate sensitive situations in public and private channels.
You will work closely with the CEO and leadership team and have real influence on product feedback, brand reputation, and long-term customer trust.

Key Responsibilities

• Serve as the primary escalation point for complex, sensitive, or high-risk customer cases
• Confidently de-escalate frustrated or emotional customers with empathy, clarity, and professionalism
• Manage and support a distributed customer service team (including international outsourced resources) handling ~500+ tickets per week
• Personally handle select customer communications while training the team to independently manage the rest
• Ensure all customer-facing responses (email, reviews, social, retail platforms) reflect the company's premium brand voice-thoughtful, calm, clear, and human
• Review, edit, and elevate written responses to ensure accuracy, tone, and consistency
• Create and continuously refine customer service playbooks, response frameworks, and escalation guidelines
• Monitor patterns in complaints, reviews, and tickets; identify root causes and proactively recommend solutions
• Partner with leadership on insights related to product changes, quality, marketing claims, and customer retention
• Support growth across DTC, Amazon, and retail channels by preparing the CS function for increased scale and complexity

What We're Looking For

• 5+ years of experience in customer service leadership or management
• Strong preference for experience in:
  • Baby, childcare, diapers, wipes, personal care, or CPG
  • Direct-to-consumer brands and/or major U.S. retail environments
• Excellent writer - able to explain complex product, ingredient, or quality topics clearly and calmly to consumers
• Deep understanding of U.S. consumer expectations, especially parents and caregivers
• Proven experience managing or working with outsourced or international CS teams
• Confident handling escalations across email, reviews, social media, phone, and Zoom
• High emotional intelligence; calm under pressure; solutions-oriented
• Strong business judgment with the ability to protect the brand while supporting customers
• Comfortable working in a lean, fast-moving environment without heavy bureaucracy

Work Environment & Logistics

• Hybrid in Orange county, CA preferred for collaboration and onboarding
• Strong remote candidates within the U.S. will be considered
• Must be available during regular U.S. business hours
• Role requires frequent written communication and real-time collaboration