Senior Manager, Customer Experience

#Be Limitless with One Skin

Come redefine the future of aging with us. We're a longevity company. Everything we do, we do to help people age as the best version of themselves.

Our founding team is made up of four PhDs and entrepreneurial minds on a mission to transform the way we think about skin and aging. As the pioneers of skin health and longevity, we create science-based, clinically effective products to optimize skin and body health — supporting people at every step of their 'growing limitless' journey. Our approach targets the root causes of aging using a proprietary peptide designed to decrease the accumulation of aged (senescent) cells in the skin, and is the first product proven to reduce skin biological age in humans.

We never settle. We continuously challenge existing treatments and methodologies to advance the frontier of skin science. As we help our customers grow limitless, we grow too — by embracing individuality, leading by example, and empowering ourselves and others with our passion for science, optimal health, and innovation.

We're looking for a Senior Manager, Customer Experience to lead One Skin's customer support function and turn what customers tell us into meaningful improvements across the business. This is a hands‑on leadership role for someone who can set direction, develop teams, and stay close to daily execution.

Reporting to the VP of Operations, you will oversee a support operation handling 40,000+ customer contacts annually across email, AI‑assisted chat, Amazon, Tik Tok Shop, our DTC site, and support for skincare professionals. You will lead an in‑house Support Supervisor responsible for daily queues, coaching, and quality assurance, and manage two outsourced BPO partners (a BPO team supervisor and five frontline agents).

You will work closely with Retention, Marketing, eCommerce, Product, Science, and Legal to improve customer outcomes, advance automation, and translate customer feedback into cross‑functional action. Our foundation includes Kustomer, AI chat automation, and a newly launched Voice of Customer program.

• You are a hands‑on CX leader who balances team development and operational discipline with a genuine commitment to the customer experience.
• You know how to manage both internal teams and outsourced partners, using clear SLAs, QA standards, coaching, and performance management to drive accountability.
• You understand DTC and subscription customer journeys, including cancellation, pause, save, and self‑service experiences.
• You are technically confident: comfortable configuring support tools, automations, and integrations, troubleshooting issues, and using data to improve workflows.
• You think beyond the ticket queue. You identify recurring customer pain points and partner across functions to solve root causes.
• You combine an analytical mindset with clear, concise communication and can translate CX trends, costs, and trade‑offs for senior leaders.

• Lead the in‑house Support Supervisor and manage both BPO partners, including staffing, SLAs, QA, coaching, capacity, and performance.
• Oversee support across DTC, email, AI‑assisted chat, Amazon, Tik Tok Shop, and skincare professional channels.
• Maintain clear, up‑to‑date support policies, SOPs, and training resources so all agents deliver consistent service.

• Partner with Retention and eCommerce to reduce avoidable subscription contacts, including cancellations, pauses, and excess‑product concerns, through improved self‑service and retention flows.
• Partner with shipping and fulfillment teams to reduce delivery‑related contacts through proactive tracking, delay…