Senior Customer Service Manager – 24/7 Omni‑Channel Leadership & Team Development for a Luxury Lifestyle Brand at brighthush, Los Angeles, CA

About brighthush

brighthush is not just a brand; it’s a movement that redefines how women experience confidence, empowerment, and self‑expression through high‑end lingerie and premium bedroom accessories. Founded by women, for women, brighthush blends bold innovation with playful daring, creating an unforgettable shopping journey that celebrates beauty, individuality, and authenticity. With a rapidly expanding online presence, a dedicated community of loyal customers, and a commitment to sustainable luxury, brighthush is poised for the next phase of growth. We’re looking for a visionary Customer Service Manager who can lead our world‑class support team, elevate the customer experience, and help us set new industry standards.

Role Overview

As the Senior Customer Service Manager at brighthush, you will be the heartbeat of our customer experience. You will shape, support, and energize a high‑performing team that delivers stellar service across every touchpoint—live chat, phone, social media, email, and more. Your leadership will ensure that every customer interaction reflects brighthush’s commitment to delight, trust, and empowerment. This role demands a proactive, solution‑oriented mindset, a passion for customer obsession, and the ability to thrive in a fast‑paced, omni‑channel environment.

Key Responsibilities

• Team Leadership & Scheduling: Design and publish monthly rosters that guarantee full regional coverage; approve timesheets and monitor adherence to scheduled hours. Use data‑driven insights to optimize staffing and reduce overtime costs.
• Coaching & Development: Conduct regular one‑on‑one coaching sessions, develop actionable growth plans, and identify skill gaps for targeted training. Mentor junior managers and create a culture of continuous learning.
• Escalation Management: Handle escalated tickets, resolve complex issues, and turn potential negative experiences into positive outcomes. Serve as the final point of escalation for high‑impact cases.
• Performance Reporting: Deliver weekly region performance reports and ad‑hoc analysis for e‑commerce, providing insights that drive continuous improvement. Translate data into actionable recommendations for senior leadership.
• Daily Briefings: Lead daily stand‑ups to align on objectives, share updates, and prioritize customer needs. Foster a collaborative environment where every team member feels heard.
• Omni‑Channel Oversight: Manage live chats, calls, social media, email inquiries, Click & Collect, VIP invoicing, and gift card issues to maintain 24/7 coverage. Ensure consistent brand voice across all channels.
• Order & Logistics Coordination: Oversee manual order processing, fraud checks, system error corrections, and courier claims; collaborate with warehouse and opening office teams to resolve fulfillment issues quickly.
• Policy Compliance: Stay compliant with all brighthush policies, procedures, and industry regulations; ensure all team members adhere to guidelines and maintain audit readiness.
• Continuous Improvement: Participate in ongoing training, stay informed via internal channels, and propose process enhancements that elevate the customer experience. Champion best practices across the organization.
• Additional Duties: Take on extra responsibilities as needed, always keeping the customer perspective front and centre. Adapt to new initiatives and cross‑functional projects.

Essential Qualifications

• Proven experience managing customer service teams in an omni‑channel, high‑volume environment.
• Strong track record of achieving KPIs such as CSAT, NPS, first‑contact resolution, and average handling time.
• Exceptional communication skills—both written and verbal—across multiple platforms.
• Ability to de‑escalate tense situations and transform challenges into opportunities for delight.
• Calm under pressure, with a demonstrated capacity to meet deadlines in a dynamic setting.
• Self‑motivated and capable of working autonomously while fostering a collaborative team culture.
• Flexible schedule availability, including evenings, weekends, and holiday shifts to support 24/7 coverage.
• Unrestricted U.S. work authorization and minimum age of 18.

Preferred Qualifications

• Experience in the luxury or fashion e‑commerce sector.
• Familiarity with CRM platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Background in data analysis and reporting tools (Excel, Power BI, Tableau).
• Knowledge of inventory management systems and order fulfillment processes.
• Multilingual capabilities to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for creating memorable experiences and building lasting relationships.
• Leadership & Influence: Ability to inspire, motivate, and guide a high‑performing team.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting strategies on the fly.
• Collaboration: Excellent interpersonal skills to work cross‑functionally with marketing, logistics, finance, and product teams.
• Attention to Detail: Meticulous approach to quality, compliance, and process integrity.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Service Manager, you will:

• Lead a high‑visibility function that directly impacts brand reputation and revenue.
• Gain exposure to senior leadership and strategic initiatives across the organization.
• Participate in leadership development programs, mentorship, and cross‑departmental projects.
• Advance to senior management roles such as Director of Customer Experience or Head of Customer Success.
• Access continuous learning resources, including industry conferences, webinars, and internal workshops.

Work Environment & Company Culture

brighthush thrives on creativity, authenticity, and a culture of empowerment. Our team values:

• Inclusivity: A welcoming environment where diverse perspectives are celebrated.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to life.
• Collaboration: Open communication channels and a spirit of teamwork across all levels.
• Work‑Life Balance: Flexible scheduling, remote work options, and a supportive atmosphere.
• Well‑Being: Employee assistance programs, mental health resources, and wellness initiatives.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive hourly rate, complemented by:

• Performance‑based bonuses and incentive programs.
• Generous product discounts across our luxury line.
• 401(k) plan with company match.
• Health, dental, and vision insurance options.
• Paid time off, holidays, and flexible vacation policies.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee referral bonuses and recognition programs.

Why Join brighthush?

At brighthush, you’ll be part of a brand that is reshaping the luxury lifestyle landscape. You’ll work alongside passionate, creative professionals who are dedicated to delivering exceptional customer experiences. Your leadership will directly influence how millions of customers feel when they interact with our brand, and you’ll have the opportunity to shape the future of customer service in a fast‑growing, innovative environment.

Ready to Make an Impact?

If you’re a strategic thinker, a people‑first leader, and a customer‑obsessed professional ready to take on a pivotal role in a dynamic luxury brand, we want to hear from you. Apply today and help us continue to empower women worldwide through unforgettable, high‑quality experiences.