E-Commerce Customer Support Manager

Bask & 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 Role We’re looking for a proactive, compassionate, and organized Customer Experience Manager 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 Responsibilities Lead and manage all customer support channels: email, SMS, chat, and social escalations Supervise and support a small team of customer service reps (existing and future hires) Respond to escalated tickets and complex cases with professionalism and care Collaborate with our 3PL, warehouse team, and operations manager to quickly resolve order, shipping, and product issues Track key metrics (ticket volume, CSAT, response/resolution time) and report trends weekly Create and maintain customer support SOPs, macros, and help center content Implement systems and tools (e.g. Gorgias, Zendesk) to improve workflow and efficiency Identify 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 goals Partner with marketing and community teams to support launch and campaign communication need You Might Be a Fit If You… Have 3–5+ years of experience in customer support, preferably in e-commerce or beauty/wellness Have experience managing or mentoring a small team Thrive in high-volume environments with grace and attention to detail Are tech-savvy and comfortable using tools like Gorgias, Shopify, Klaviyo, and Google Sheets Know how to balance empathy with efficiency—you care deeply about the customer Have excellent written communication and a warm, clear tone Are highly organized, self-motivated, and solutions-oriented What We Offer Competitive salary, 401K with matching, medical/dental/vision benefits. Generous employee discount on all products Opportunity to work with a passionate, fast-moving team A meaningful role in shaping one of the fastest-growing haircare brands in the U.S. Job Type:

Full-time Pay:

$65,000.00 - $80,000.00 per year 401(k) 401(k) matching Health insurance Paid time off Vision insurance Schedule: Monday to Friday Ability to Commute: Yonkers, NY 10701 (Required) Ability to Relocate: Yonkers, NY 10701: Relocate before starting work (Required) Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Industries Personal Care Product Manufacturing Referrals increase your chances of interviewing at Bask and Lather Co by 2x Sign in to set job alerts for “Customer Service Support Manager” roles.

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