Posted:16 hours ago|
Platform:
On-site
Full Time
Job Summary:
Dermatouch, is hiring a seasoned Customer Service Manager to lead multi-channel support
operations. The role focuses on improving customer satisfaction, streamlining processes, and
leveraging AI tools to enhance service quality across calls, chat, email, and social platforms.
Key Responsibilities:
• Develop and execute CX strategy aligned with business goals.
• Optimize the customer journey using data, feedback, and automation tools.
• Oversee support operations, SOPs, training, and agent performance.
• Manage escalations and work cross-functionally with tech, logistics, and product teams.
• Lead a growing team with a focus on 24x7 service readiness.
• Track KPIs (CSAT, FRT, NPS) and report to senior leadership.
Requirements:
• 15+ years in customer service; 5+ in a leadership role.
• Strong in process building, training, and cross-team coordination.
• Background in skincare/eCommerce and global exposure preferred.
• Experience in CRM software and customer support platforms.
Dermatouch
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