Senior Customer Service Manager

About Huda Beauty

Huda Beauty was founded in 2013 by award-winning beauty entrepreneur Huda Kattan and has grown into one of the fastest-expanding beauty brands worldwide. The company is guided by a mission to help shape a more inclusive beauty industry, where people have the freedom to define, create, and enjoy beauty in their own way. Huda Beauty places a strong emphasis on business excellence, kindness, and a purpose-driven approach that shapes how it builds products, content, and community.

Role Overview

The Senior Customer Service Manager will lead the overall customer experience function and define how support is delivered across every channel. This position is accountable for managing both internal teams and external agency partners to ensure customer interactions are smooth, personal, efficient, and consistently high quality. The role will focus on improving operations through automation, innovation, strong leadership, and close collaboration with other departments to keep the customer at the center of decision-making.

Key Responsibilities

• Build, implement, and continuously improve the customer service strategy so support remains personalized, efficient, and consistent across social, digital, voice, and agency channels.
• Guide, coach, and develop both internal and outsourced teams to deliver strong results while reflecting the company’s values of humility, emotional intelligence, and operational discipline.
• Oversee the outsourced customer service agency and ensure service levels, scalability, and brand alignment are maintained.
• Promote the use of automation, AI, and modern ticketing systems to simplify workflows, reduce manual tasks, and improve both customer and agent experience.
• Maintain and strengthen standard operating procedures to support consistency, compliance, and excellent service quality.
• Handle complex incidents and escalations with clear, timely, and transparent communication and resolution processes.
• Work closely with Marketing, Operations, Tech, and other teams to translate customer feedback into business action and support new initiatives.
• Act as the internal advocate for customers by identifying recurring issues, unmet needs, and opportunities to improve satisfaction and loyalty.
• Track and report on customer service performance through KPIs such as CSAT, NPS, Trustpilot, first response time, and SLA using reporting and analytics tools.
• Stay current on customer experience trends and best practices, bringing in fresh ideas that keep the company ahead in service quality.

Requirements

• A bachelor’s degree in Business, Communications, Operations, or a related area is required; a master’s degree is preferred.
• At least 7 years of experience in customer service or customer experience, including 3 or more years in a leadership or management position.
• Strong background in customer experience strategy and the design of high-quality CX initiatives.
• Hands-on expertise with customer support platforms such as Zendesk, Salesforce Service Cloud, or Freshdesk.
• Proven ability to lead both agency and in-house teams in an omnichannel support environment.
• Solid experience with KPI reporting, data analysis, and business intelligence tools such as Power BI or Tableau.
• Deep understanding of incident communication, escalation handling, and SOP improvement.
• Excellent people leadership, coaching, and team development skills.
• Strong customer advocacy mindset combined with advanced problem-solving capability.
• Comfort working in a future-focused, high-impact, humble, emotionally intelligent, and operationally excellent culture.

Benefits

• Monthly Self Love Days, offered at the company’s discretion.
• Premium medical, dental, and vision coverage for employees and their dependents.
• Monthly coaching sessions with an in-house Success Coach.
• Discounts on Huda Beauty products for employees.
• Quarterly product gifts.

Equal Opportunity and Accommodations

Huda Beauty states that it is committed to inclusive hiring and an equal workplace that does not tolerate discrimination. Applicants are considered regardless of race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical condition, disability, or veteran status. Reasonable accommodations can be requested during the application or interview process.