iRESTORE · 8 hours ago
Customer Success Operations Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expiRESTORE is a fast-growing company dedicated to providing innovative solutions in the wellness and beauty space. They are seeking a Customer Success Operations Manager who will be responsible for designing, scaling, and optimizing the customer support operations for their health and beauty eCommerce brand.
FitnessHealth Care
Responsibilities
Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations
Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams
Ensure operational stability, consistency, and quality across all customer touchpoints
Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths
Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows
Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies)
Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics)
Drive efficiency, cost optimization, and improved response times through smart automation and tooling
Stay ahead of CX and AI trends in health, beauty, and eCommerce
Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact)
Establish a scalable quality management framework in partnership with the Customer Service Manager
Use data and insights to identify root causes, trends, and opportunities for continuous improvement
Ensure consistent performance reporting and executive-level visibility
Own forecasting, capacity planning, and channel mix strategy across all support channels
Optimize staffing models to support seasonality, promotions, product launches, and rapid growth
Partner with Finance and Operations on budgeting, vendor strategy, and cost management
Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences
Act as the customer voice in product launches, promotions, policy changes, and operational decisions
Drive alignment between Customer Support and broader company initiatives
Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure
Influence, mentor, and guide senior support leaders without direct frontline management
Build scalable frameworks that empower teams to succeed as the organization grows
Report directly to the Director of Customer Experience
Qualification
Required
8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands
Proven experience scaling customer support operations in high-growth environments
Strong background in AI, automation, CX platforms, and operational analytics
Deep understanding of omnichannel support, quality management, and workforce planning
Highly strategic, systems-oriented, and data-driven mindset
Exceptional cross-functional communication and executive presence
Benefits
Competitive compensation, including performance-based bonus
Unlimited PTO
Flexible schedule
Healthcare (medical, dental & vision) fully covered
Gym membership credit – your physical and mental health is super important
Kindle/Audible credits – We really value lifelong learning and personal development
Free iRESTORE Products! (In case you or someone you love is losing hair)
Paid maternity/paternity leave
Hybrid work set-up
Company
iRESTORE
We RESTORE CONFIDENCE Freedom Laser Therapy was founded in 2003 as a laser therapy clinic that used state-of-the-art low-level laser technology to help smokers overcome their addiction in a nicotine-free and pain-free way.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Kevin Chen
Co-Founder / President
Company data provided by crunchbase