Anastasia Beverly Hills Hiring for Customer Relations, Escalations Manager at Beverly Hills, CA Full Time NEW

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.