Customer Care Manager (3627)

Responsibilities :

• Partner with Director of Customer Care to develop and implement department SOPs, strategize on issues, and implement team-wide decisions
• Lead in developing, training, education and hiring the CCA team
• Work closely with Customer Care Operations Lead and Director of Customer Care to procure, organize, and update all Customer Care content within the CCA system for easy access during customer visits
• Customer Care Brand Advocate for Biossance, Pipette and additional brands as assigned, responsible for the day-to-day updates in promos, inventory, issues, and resolutions
• Partner with Clean Beauty Advisor Leads on managing the Daily Plan of Action, LiveChat, and Phone shift schedules for the team
• Lead in managing back-office roles including Open Reconciliation Report, Chargebacks, Frauds, Address Verifications, and Dangerous Goods
• Back-up for back-office responsibilities current held by Customer Care Operations Lead
• Curate notable customer feedback on products and experience trends to the weekly reports
• Coach and mentor the CCA team managing elevated customer complaints and improving SOPs
• Manage elevated customer complaints
• Lead and performance manage the CCA team using Amyris core values and core competencies
• Deep understanding and embracement of the Amyris brands, products, and brand stories - we believe that you cannot genuinely represent a brand that you do not have strong passion for
• Stay up to date on all new product launches, product promotions, Clean Academy launches, and various marketing channel activations
• Offer customer solutions to complex or escalated situations through research and critical thinking
• Recommend improvements in product, packaging, shipping, service or billing methods and process to improve customer experiences
• Regularly communicate issues and trends in MS Teams with Store Managers and cross-functional partners
• Attend all weekly Team Syncs, Education trainings, brainstorming's, and partner E-Com meetings
• Position requires a flexible work schedule to include weekends, events, holidays, and blackout periods.

Qualifications :

• +5 years customer care or retail experience ideally in beauty or cosmetics.
• Technical experience in MS Teams and cloud platforms such as ZenDesk, Shopify, Sightcall, Shifts, Loyalty Lion, Return Magic, Rise: Gift Cards, Stamped.io Reviews, ReCharge, Google Sheets, Google Docs.
• +3 years management experience preferred.
• Ability to maintain a professional composure with constant “on air” TextChat presence
• Ability to multi-task in managing multiple platforms and juggling a high customer volume all the while delivering NoCompromise personalized customer experience
• Technically capable to manage over 10 Customer Care cloud platforms and MS Teams
• Self-starter and reliable for independent productive remote work.

We hold deep regard in the power of representation and cultivation of a diverse work environment. Join us at Amyris, where you can find a sense of belonging and know that your voice is centered.

At Amyris, we believe that diversity, equity, inclusion, and belonging (DEIB) is essential to our core values. We embrace and encourage an equity-minded work culture, knowing that it is the driving force of innovation that positively impacts our employees, consumers, and communities. And for Amyris, a sense of belonging is what drives our mission forward and is the foundation of everything we do, ensuring a healthier, more sustainable future for us all. Make Good, No Compromise .

Amyris, the Amyris logo, No Compromise, Biossance, JVN, Pipette, Purecane, Rose Inc. and Lab-to-Market, Terasana are trademarks or registered trademarks of Amyris, Inc. in the U.S. and/or other countries.

Under the

As an Applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which the categories of personal information shall be used, pursuant to the CCPA.

As a VEVRAA Federal Contractor, Amyris is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Amyris complies with applicable state and local laws governing nondiscrimination in employment.