Manager, Customer Experience

TITLE: Manager, Customer Experience

LOCATION: Brooklyn, NY (Hybrid)

SALARY: $85,000-$95,000

THE ROLE: 

VIOLETTE_FR is seeking a highly motivated, proactive, and detail-oriented Customer Experience Manager to own day-to-day customer support operations, resolve complex customer issues, optimize processes, and elevate the end-to-end customer journey. This role is instrumental in delivering a best-in-class customer experience while translating customer insights into actionable business improvements.

The ideal candidate is an exceptional communicator with a solutions-oriented mindset who thrives in a fast-paced, direct-to-consumer environment. They are passionate about delivering thoughtful, personalized customer care, building meaningful customer relationships, and partnering cross-functionally to drive operational excellence. They are equally comfortable balancing day-to-day execution with identifying opportunities to streamline processes and enhance the overall customer experience.

KEY RESPONSIBILITIES:

• Own the day-to-day execution of Customer Experience operations across all customer inquiry channels, ensuring customers receive timely, thoughtful, and solution-oriented support
• Ensure all customer interactions reflect the VIOLETTE_FR brand voice and commitment to exceptional service
• Partner closely with Supply Chain, warehouse, and logistics partners to resolve fulfillment issues, shipping delays, inventory discrepancies, and order exceptions
• Manage complex customer escalations and provide resolutions that align with company policies while maintaining a premium customer experience
• Monitor the returns experience for domestic and international orders and troubleshoot any issues 
• Track customer experience KPIs and provide actionable insights and recommendations to improve performance
• Collect and analyze customer feedback, working with Operations, Marketing, and Product teams to improve the end-to-end customer journey
• Deliver high-touch clienteling for VIP and high-value customers, building lasting relationships through personalized support and proactive outreach
• Support the evaluation and adoption of AI-powered customer service tools and automation opportunities to improve productivity and customer satisfaction

• 4–6 years of Customer Experience, preferably within a direct-to-consumer eCommerce brand
• Excellent written and verbal communication skills 
• High emotional intelligence, sound judgment, and a customer-first mindset with strong problem-solving skills
• Experience with Gorgias, LOOP returns, and Shopify platforms
• Comfortable analyzing customer feedback and presenting actionable insights
• Highly organized with the ability to manage multiple projects and priorities simultaneously
• Experience implementing AI or automation tools

ABOUT VIOLETTE_FR:

VIOLETTE_FR was founded by makeup artist and beauty expert Violette Serrat, with the mission of celebrating individuality, creativity, and self-expression – balancing au natural minimalism with bold statements to express every beauty mood. Each product and shade was created to complete what’s missing in the market, not compete. The multi-category line of Skincare, Makeup, Fragrance and Hair Care is made with innovative and luxurious formulas that are all vegan, cruelty-free, and made with safe and effective ingredients. Social is a core expression of our brand universe—where education, artistry, and culture meet.