Manager, Customer Support

El Segundo, CA
Full Time
Manager/Supervisor

Job Title: Manager, Customer Support  

Salary: $70,000 -$80,000 

Department: Digital/Growth  

Manager: Associate Director, Digital Experience  


Who We Are

Launched by Lady Gaga, Haus Labs is a vegan and cruelty-free cosmetics brand with a mission of spreading kindness, bravery, and creativity. Filled with versatile products that encourage self-expression, this collection boasts high-impact eye makeup, lipsticks, highlighters, and more. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive, equal opportunity workplace. 


Overview 

We are looking for a strategic, data-driven, and customer-obsessed Customer Support Manager to lead the next phase of our support function. You will be responsible for optimizing the tools, processes, and team performance that power our customer service operations while identifying opportunities to implement scalable systems, streamlined workflows, and intelligent tools. 

You will oversee daily operations, team development, and strategy collaborating with Support Team Leads and BPOs. As the voice of the customer, you will work cross-functionally to champion insights, shape the customer journey, and scale support in alignment with business growth. 


What You’ll Do 

  • Own the strategy and daily operations of our global support function - including forecasting, budgeting, headcount planning, and KPI optimization (CSAT, FRT, OTR, agent performance). Lead and mentor Support Team Leads, and manage BPO performance to ensure efficient, high-quality support at scale. 

  • Establish and maintain clear internal processes, SOPs, documentation, and escalation frameworks to drive consistency, accountability, and operational efficiency as the business scales. 

  • Oversee the configuration and continuous improvement of support platforms - including CRM, help center, AI chat, and self-service tools. Identify opportunities to streamline workflows, enhance triage and escalation, and increase efficiency through automation and intelligent tools. 

  • Lead return-related initiatives focused on reducing return rates and improving the post-purchase experience. Analyze return trends and translate insights into actionable recommendations for relevant teams to reduce friction and enhance satisfaction. 

  • Act as the voice of the customer across the organization. Use support insights to influence product, CX, and operational decisions, and partner cross-functionally to ensure support readiness for product launches, campaigns, and seasonal peaks. 

  • Own all customer-facing support messaging - including policy scripts, operational updates, and FAQs - ensuring clarity, consistency, and alignment with brand voice and tone. 

  • Partner with Operations, Finance, and Supply Chain to proactively address fulfillment challenges, fraud trends, inventory gaps, and reconciliation risks that impact the customer experience. 


What We Are Looking For 

  • 5+ years in Customer Support, including 3+ in leadership within high-growth, fast-paced environments, with a proven track record of scaling teams, systems, and operations. 

  • Deep expertise in eCommerce support platforms, particularly Zendesk or Gorgias - including platform administration, reporting, automation, and workflow configuration. Familiarity with Shopify, Loop Returns, Narvar, and NetSuite is a plus. 

  • Proficiency in AI chatbots and self-service enablement, with demonstrated success implementing solutions that reduce contact volume and enhance the customer experience. 

  • Operational excellence and process optimization, with experience implementing automation, improving tooling, and driving efficiency through streamlined workflows and smart support strategies. 

  • Strong analytical skills and KPI fluency, including CSAT, FRT, OTR, agent performance, and return rate. Confident in translating data into actionable insights and support strategy. 

  • Experience managing BPOs and outsourced partners, ensuring SLA adherence, brand-aligned tone, and consistently high-quality support delivery. 

  • Exceptional communication and cross-functional collaboration skills, with the ability to drive clarity, empathy, and consistency across support messaging, internal documentation, and policy content. 

  • Bonus: Experience in the beauty industry or with customer education tools (e.g., shade matching), and a strong understanding of beauty consumer needs. 


What We Expect 

  • At Haus Labs, how you communicate is as important as what you communicate. We are seeking driven team players with strong communication skills and enthusiasm for collaboration. 

  • You’re a self-starter who possesses an entrepreneurial spirit. 

  • You thrive in a fast-paced, agile environment. 

  • You are a team player who approaches solutions from a place of curiosity and positivity.  

  • We are seeking HAUSmates who welcome constructive criticism and have an impeccable attention to detail. 


Our Pillars 

ART: We are a creative collective that believes art has the power to shape the future. 

SCIENCE: We unlock innovation using science and artistry. 

KINDNESS: We are a collective community: universal, inclusive and non-binary. 


What We Offer 

  • Medical, Dental, & Vision Insurance  

  • Paid, Equal Parental Leave for Birth, Non-Birth and Adoptive Parents  

  • Flexible time-off policies  

  • Cell phone stipend  

  • 401(k) 

  • Equity 

  • Life Insurance  

  • FunHaus Events 


Everyone is welcome in our HAUS 

“Baby, you were born this way.” Regardless of age, education, ethnicity, gender, sexual 

orientation, or any personal characteristics, we want everyone to feel welcome. We are 

committed to building a diverse and inclusive, equal opportunity workplace. 

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