At a Glance
- Tasks: Lead our customer service operations and ensure exceptional experiences for our members.
- Company: Join Beauty Pie, the revolutionary luxury beauty and wellness buyers' club.
- Benefits: Enjoy hybrid working, free membership, stock options, and generous holiday allowance.
- Other info: Be part of a supportive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer happiness in a fast-paced, innovative environment.
- Qualifications: Experience in customer service operations and team management in dynamic settings.
The predicted salary is between 40000 - 50000 £ per year.
We’re Beauty Pie – the world’s first luxury beauty and wellness buyers’ club – and we’re disrupting the beauty industry one product at a time. This is an exciting opportunity to join our Member Happiness leadership team as a Customer Experience Manager. You’ll play a critical role in ensuring our customer service operation runs smoothly day to day across the Member Happiness team, balancing people leadership, operational excellence, and data‑driven decision making. This role is ideal for someone who is already operating at a high level in CS Operations, enjoys being close to the detail, and wants to continue developing their impact as the business scales.
Member Happiness is the only team in direct contact with our members, making it the living expression of the Beauty Pie brand. As Customer Service Manager, you’ll be central to ensuring that as we scale, we do so with operational excellence, consistency and care. Your work will directly influence how customers experience Beauty Pie – not just in individual interactions, but in how reliable, thoughtful and effortless our service feels every day.
Job Requirements
- Proven experience in Customer Service Operations, with experience managing teams in a fast‑paced environment in a hybrid working environment.
- Strong experience running day‑to‑day service operations, including scheduling, capacity planning and performance management.
- High data fluency – comfortable working with dashboards, operational metrics and performance analysis to inform decisions.
- Confidence in working with customer service platforms and workflow tools (e.g. Zendesk, Gorgias or similar).
- Experience supporting or delivering operational change, process improvement or tooling evolution.
- Comfortable operating across multiple regions or time zones (UK / US experience is a plus).
- Proactive, solutions‑oriented mindset with the ability to stay calm and focused in a scaling environment.
- Empathetic people leader who balances commercial outcomes with a strong customer lens.
- Clear, confident communicator who can adapt their style for different audiences.
Nice To Haves
- Experience in DTC, ecommerce, beauty or wellness.
- Exposure to AI, automation or self‑service initiatives within customer service.
- Experience working with external service partners (BPOs) or vendors.
Job Responsibilities
- Own the day‑to‑day running of customer service operations across email, chat, reviews and other channels – ensuring teams are well‑resourced, productive and delivering consistently high‑quality experiences.
- Lead on workforce planning activities including forecasting, scheduling, rostering and capacity management to support service levels and business growth.
- Design, implement and continuously refine operational processes, workflows, playbooks and best practices that help teams work efficiently and consistently.
- Use data and performance insights to monitor KPIs, identify trends, surface risks and opportunities, and recommend improvements.
- Build and maintain operational dashboards and reporting to support decision‑making and performance conversations.
- Act as a key operational partner to teams across Product, Tech, Marketing and Operations, ensuring customer experience considerations are embedded into launches and initiatives.
- Support the management of external partners or BPOs, ensuring service quality, alignment with brand standards, and smooth collaboration with in‑house teams.
- Act as an escalation point for complex or sensitive customer cases, resolving issues with empathy, judgement and clarity.
- Coach, support and develop team leads and frontline managers, fostering a culture of accountability, continuous improvement and customer‑first thinking.
Your piece of the Beauty Pie:
Job Benefits
- Hybrid working with 3 days in the office in central London
- Free membership to Beauty Pie+ and 30% off our products
- Pieshares – all employees receive stock options
- 25 days holiday & your birthday off
- Flexible bank holidays
- Equal leave for all new parents regardless of gender or personal circumstances
- Private Medical Insurance
- Menopause support
- £2,500 to spend on your fertility journey after 2 years of service
- 10 therapy sessions through AXA PPP
- Access to mental health support through Spill
Customer Service Manager employer: Beauty Pie LTD
At Beauty Pie, we pride ourselves on being a forward-thinking employer that values both our employees and our members. With a vibrant work culture in the heart of central London, we offer hybrid working arrangements, generous benefits including stock options, and a strong commitment to employee growth through continuous development opportunities. Join us to be part of a dynamic team where your contributions directly shape the customer experience in the luxury beauty and wellness industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beauty Pie LTD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Beauty Pie LTD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Beauty Pie LTD:Your cover letter is your chance to shine! Tell us why you want to work at Beauty Pie LTD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Beauty Pie LTD!
How to prepare for a job interview at Beauty Pie LTD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
