The #1 Airbrush Cosmetics company in the world is seeking Full-Time motivated and confident Sr Manager Customer Care & Social Media Support to join our amazing Customer Care team in Stafford, TX! This role will entail delighting our customers and business partners with stellar customer service. Our Team Members are committed to providing an incredible customer experience with every interaction. The right candidate will have a desire to engage in meaningful conversation, the ability to think critically and on-their-feet in the moment, and a passion for genuinely helping others.
This exciting opportunity offers competitive pay plus an excellent benefits package including medical insurance, dental insurance, vision insurance and paid PTO.
The Role
As the Senior Manager, Customer Care & Social Media Support, you will lead efforts to manage customer service interactions across multiple social media and written communication channels, fostering a customer-first culture within our team. You will support the build-out and scaling of Luminess's omnichannel customer service capabilities, ensuring a seamless and positive experience across all social, chat, text, email, and voice platforms.
Primary Areas of Focus
BPO Relationship Management: Establish and maintain relationships with BPO partners, ensuring alignment on service goals, performance, and process improvements.
Telephony and Call Queue Management: Oversee telephony workflows, manage call queues, and create customized scripts for voice, chat, email, and other channels to ensure consistent customer interactions.
Coaching & Development: Mentor agents across social media, text, email, chat, and voice channels to optimize performance in quality, productivity, and attendance.
Resource & Queue Management: Daily management of resources and queues to ensure timely handling of all transactions and service level targets.
Quality & Compliance Oversight: Implement processes to ensure written and voice communications are accurate, compliant, and represent our brand's quality and reputation.
Cross-Functional Collaboration: Work with Operations, Marketing, Legal, and other departments to manage escalations and develop response templates.
Familiarity with Systems & Tools: Proficiency in Basecamp, Slack or Teams, Shopify, and Salesforce to support effective cross-departmental coordination and customer issue tracking.
Provide Written Customer Care expertise (social, chat, text and email) to assist in the build out and scaling of Luminess's OMNI channel, service capability. Critical expertise will include tactical knowledge of relevant KPIs, tools, templates and agent skillsets as well as working knowledge and experience of social, text and chat applications and written service workflows.
Participate in the design and documentation of relevant written services operations Policies & Procedures and training curriculum.
Other duties and responsibilities assigned by the leadership team.
Requirements
5+ years' experience leading a call center operations team at a supervisor or Manager level with a minimum of two years' experience leading a Written Services team at a Manager/Supervisor level.
Demonstrated experience managing a social media and chat function within a call center operation
REQUIRED.
Demonstrated ability to effectively drive employee performance improvements utilizing a variety of coaching and development techniques, tools, and approaches. Proficient in the tactical use of core platforms (Facebook, Twitter, Instagram, LinkedIn, YouTube, etc.) and social media listening platforms, dashboards, publishing tools & content.
Excellent verbal and written communications skills to effectively communicate campaign performance to internal and external campaign stakeholders.
Attention to detail with strong project management and prioritization skills; ability to manage ad hoc reporting requests in tandem with ongoing projects.
Advanced Microsoft Excel skills.
High School Diploma or equivalent required associate or bachelor's degree desirable