Senior Customer Service Manager

About This Role

Who We Are: At Huda Beauty, our Vision is to lead in creating a democratized beauty industry where power is given back to people to define, create, and enjoy beauty for themselves! Launched by award-winning beauty powerhouse Huda Kattan in 2013, Huda Beauty is one of the world's fastest growing beauty brands. As a company, we are fueled by purpose and not profit, this allows us to approach things differently so that we can create products, content, and a community like no other. A lot has changed since our launch in 2013, but something that will forever remain at the core of Huda Beauty is our focus on business excellence and our unwavering passion for kindness!

Summary: The Senior Customer Service Manager at Huda Beauty is a strategic leader responsible for shaping and executing a world-class customer experience strategy across all channels. This role oversees the end-to-end customer service function—including agency and internal teams—ensuring seamless, personalized, and effortless support that anticipates customer needs and exceeds expectations. The Senior Manager will drive innovation, automation, and operational excellence, championing Huda Beauty's values while fostering a high-performing, future-focused team culture.

Essential Duties and Responsibilities :

• Lead Customer Experience Strategy: Develop, implement, and continuously refine the customer service strategy to deliver best-in-class, personalized, and seamless support across all touchpoints (social, digital, voice, and agency)
• Team Leadership & People Management: Inspire, coach, and develop a diverse team (internal and agency) to achieve high-impact results, foster customer advocacy, and uphold Huda Beauty's values of humility, emotional intelligence, and operational excellence
• Manage outsourced customer service agency: Manage the relationship with the customer service agency, ensuring performance, scalability, and alignment with brand standards
• Process Innovation & Automation: Champion the adoption of automation, AI, and best-in-class customer ticketing tools to streamline workflows, reduce manual effort, and enhance customer and agent experiences
• SOP & Quality Assurance: Review and enforce standard operating procedures (SOPs) to ensure consistency, compliance, and excellence in every customer interaction
• Incident & Escalation Management: Oversee advanced incident communication and escalation procedures, ensuring timely, transparent, and effective resolution of complex customer issues
• Cross-Functional Collaboration: Partner with Marketing, Operations, Tech, and other teams to align customer insights with business priorities, support new initiatives, and drive proactive engagement
• Customer Advocacy: Serve as the voice of the customer within the organization, identifying trends, pain points, and opportunities to delight and retain customers
• KPI & Performance Management: Define, monitor, and report on key customer service metrics (CSAT, NPS, Trustpilot, FRT, SLA, etc.), using business intelligence tools to drive continuous improvement and accountability
• Continuous Learning & Best Practice: Stay abreast of industry trends and best practices, proactively integrating new approaches to keep Huda Beauty at the forefront of customer experience

Requirements

• Bachelor's degree in business, Communications, Operations, or a related field (Masters preferred)
• 7+ years of experience in customer service or customer experience roles, with at least 3 years in leadership or management capacity
• Proven expertise in customer experience strategy and designing best-in-class CX initiatives
• Advanced proficiency with customer ticketing tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
• Demonstrated experience managing customer service agencies and internal teams in an omnichannel environment
• Strong skills in KPI reporting, analytics, and business intelligence tools (e.g., Power BI, Tableau)
• Advanced knowledge of incident communication, escalation procedures, and SOP optimization
• Exceptional people management, coaching, and team development abilities
• Expertise in customer advocacy and advanced problem-solving skills
• Alignment with Huda Beauty values: future-focused, high impact, humble & human, emotionally intelligent, and committed to operational excellence

Benefits

• Monthly "Self Love Days" - at company discretion
• Premium Medical/Dental/Vision coverage for employee plus dependents
• Monthly coaching sessions with our in-house Success Coach
• Employee discounts on all Huda Beauty products
• Quarterly product gifting

Huda Beauty is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodations at any point in the application or interview process, please let us know.