If you are excited by a fast-paced environment, solving customer challenges, and leading a team that delivers exceptional service, our Customer Care Manager role may be for you.

As the Customer Care Manager, you will be responsible for ensuring every customer interaction reflects ESK Skincare’s commitment to science-backed skincare, unparalleled service and a desire to delight our customers. You will lead and support the customer care team, oversee daily operations, and implement strategies to enhance customer satisfaction and retention.

Values alignment is non-negotiable. You will be a direct representative of the brand, and it is essential that you embody the values that define ESK Skincare:

• Acting with integrity at all times
• Striving for excellence
• Seeking to surprise and delight our customers

Our mission is to provide evidence-based skincare solutions that genuinely address customer needs. The goal of the Customer Care Team is to ensure every customer feels supported, valued, and confident in their skincare journey.

We take immense pride in the work we do and the impact we have, always striving to create seamless experiences that build loyalty and trust.

In this role, you will be responsible for leading customer care operations, optimising processes, handling escalations, and ensuring service excellence across multiple communication channels, including email, social media, and online chat platforms.

Responsibilities:

Customer Experience & Support

• Oversee the customer care team to ensure timely, high-detailed responses across all communication platforms.
• Implement and maintain service standards that align with the brand’s values and customer expectations.
• Handle escalated customer concerns with professionalism and efficiency, ensuring swift resolutions.
• Monitor and analyse customer feedback to identify trends and areas for improvement.
• Collaborate with the marketing and product teams to provide customer insights and enhance the overall brand experience.
• Ensure all customer interactions reflect the brand’s knowledge and commitment to science-backed skincare solutions.

Team Leadership & Development

• Lead, mentor, and support the customer care team to achieve excellence in service delivery.
• Responsible for growing and integrating a growing team, both domestically and oversees
• Conduct regular training sessions to ensure the team is well-equipped with product knowledge, communication skills, and problem-solving techniques.
• Develop KPIs and performance metrics to measure and improve individual and team success.
• Foster a culture of accountability, continuous learning, and customer-first thinking.
• Schedule and manage team workload to ensure optimal coverage and efficiency.

Operational Excellence

• Optimise customer care workflows and implement best practices to improve response times and issue resolution rates.
• Collaborate with marketing to maintain and update knowledge base articles, FAQs, and internal customer service guides.
• Identify and implement tools and technology to streamline customer support operations.
• Ensure compliance with company policies, industry regulations, and data protection standards.
• Work closely with GM to ensure smooth order processing, returns, and exchanges.
• Regularly review and improve automated responses and chatbots to enhance the self-service experience.

Proactive Problem-Solving

• Analyse customer inquiries and complaints to identify common issues and prevent recurring problems.
• Develop strategies to reduce the volume of support requests by addressing root causes.
• Continuously seek ways to improve the customer journey, from first interaction to post-purchase follow-up.
• Collaborate with internal teams to refine policies and processes that impact customer experience.

Results:

The impact of the Customer Care Manager will be measured by their ability to:

• Enhance Customer Satisfaction: Customers receive actionable advice, tangible assistance and feel heard, valued, and supported, leading to higher retention and loyalty.
• Improve Response & Resolution Times: Customer inquiries are handled efficiently and professionally, reducing wait times.
• Elevate Team Performance: The customer care team operates at peak efficiency with a strong, customer-first mindset.
• Drive Operational Efficiency: Workflows are optimised, reducing unnecessary touchpoints and improving overall service quality.

Requirements:

Experience & Skills

• Proven track record in customer service leadership or a similar high-level support role in a fast-growing organisation.
• Exceptional communication skills (written and verbal) with a customer-centric approach.
• 5 years+ experience in customer service management or related roles, preferably in the beauty/skincare industry.
• Strong leadership, coaching, and team management abilities.
• Experience with customer support platforms (e.g.,Hubspot, Gorgias, Zendesk, Podium, or similar tools).
• Analytical mindset with the ability to interpret customer data and implement improvements.
• Ability to multitask, prioritise, remain composed under pressure, and diffuse situations.

Values & Qualities

• Proactive and solution-oriented, with a natural ability to anticipate customer needs.
• High emotional intelligence and the ability to handle sensitive customer interactions with care and professionalism.
• Passion for skincare and a strong understanding of skincare ingredients and products (or willingness to learn).

Cultural Fit

• Embodies ESK Skincare’s mission and values, acting as an extension of the brand’s commitment to evidence-based skincare.
• A natural collaborator who fosters team cohesion and motivation.
• Always looking for ways to improve and refine the customer experience.

Reports to: General Manager (GM)

Salary: Competitive, based on experience

Location: Australia, Sydney

Benefits:

• Heavily Discounted Skincare

ESK Skincare Core Values

Our core values define everything we do. The right person for this role will personally align with them and understand why they are essential for success.

Acting with Integrity at all times
Every decision we make is rooted in science. We don’t follow trends—we follow the evidence.

Our interactions with clients, information shared, and recommendations made, reflect information based on the best available evidence and what is in their best interest.

Seeking to surprise and delight our customers
We genuinely care about our customers and strive to exceed their expectations at every touchpoint. This includes our products, policies and as it relates to customer service - providing contact, assistance, information and advice which exceeds their expectations.

Striving for Excellence
We are never complacent. We are always learning, evolving, and striving for better.

If you are passionate about skincare, customer experience, and leading a high-performing team, we’d love to hear from you!

Please apply by providing your Resume and a Covering Letter outlining why you feel this is the right role for you to [email protected]