Customer Relations, Escalations Manager

Description

This position supports email and chat inquiries from the company website and social media platforms. Provide recommendations with in-depth knowledge of our products in a timely manner, escalate special inquiries to the appropriate department, and provide resolutions. We are looking for a positive team player with exceptional customer service skills, strong problem solver and organizational skills

Essential Job Functions

Customer Experience & Support Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and social media platforms (Instagram, TikTok, X, Facebook).
• Provide product education and personalized recommendations based on skin tone, color matching, and ingredient sensitivities.
• Handle escalated customer issues with empathy and tact, ensuring resolution in collaboration with Legal and Regulatory teams.
• Track and resolve shipping and delivery issues by coordinating with logistics teams and external carriers.
• Monitor and manage high-volume customer communication across multiple inboxes (General, Accessibility, ABH Pro, Counterfeit).
• Investigate and respond to sensitive complaints including allergic reactions, ingredient concerns, and product performance issues.
• Maintain up-to-date logs of complaints and resolutions per compliance requirements.
  
  

Social Platform Monitoring & Engagement

• Actively manage customer service touchpoints across Instagram, TikTok, X (Twitter), and Facebook, including order inquiries, comments, DMs, and chat support.
• Read, moderate, and respond to customer reviews on ABH.com and TikTok Shop to preserve brand integrity and enhance community engagement.
  
  

Process Ownership & Team Collaboration

• Collaborate with the customer service team to ensure timely and consistent handling of high-volume inquiries.
• Identify patterns in customer concerns to propose workflow or process improvements that enhance the overall experience.
• Support cross-functional communication by routing non-customer-service inquiries to the appropriate internal departments.
  
  

Project & Account Management

• Develop and execute short- and long-term plans to improve support operations and meet departmental goals.
• Proactively assess potential issues around product launches, peak shopping periods, or platform shifts and create mitigation plans.
• Make informed decisions when managing competing priorities or project escalations.
• Manage employee account access within Shopify — including new employee onboarding, updates, and terminations.
  
  

Requirements

• Minimum 3 years of experience working in customer service and responding to inquiries
• MS-Office Excel and Google Doc experience
• Experienced Shopify user preferred
• Gorgias
• Social Media Engagement
• Must be able to work well in a team and independently
• Must provide excellent customer care and solve unique inquiries.
• Provide punctual regular and consistent attendance
• Friendly and approachable
• Some holidays/off-hours required
  
  

Other Skills And Abilities

• Excellent communication and time management skills.
• Strong critical thinking and project management skills
• Thrive in a fast-paced, rapidly changing environment, be flexible- take on new job duties
  
  

Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting hourly rate for this position in the selected city is $25.00 - $30.00 per hour. Compensation may vary outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies, experience, and geographical location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work. This role is bonus eligible.