Customer Care Manager

Lovehoney Group

Customer Care Manager leading daily service operations and enhancing customer experience at Lovehoney Group. Fostering team performance and collaboration in a fast-paced environment.

Posted 6/19/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSenior💰 $48,000 - $56,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and develop a high performing customer care team through coaching, performance management, and regular feedback. Create a positive and accountable team environment that promotes engagement, professionalism, and continuous learning.
Oversee daily operations across all customer channels, ensuring fair workload distribution, effective resource planning, and full coverage to meet service level expectations. Monitor real time performance and adjust priorities as needed.
Own and track key performance indicators including service levels, customer satisfaction, resolution rates, productivity, quality, and attendance. Provide regular reporting with clear insights and actionable recommendations.
Manage customer escalations and complex cases with a focus on timely resolution, root cause analysis, and improving overall customer experience. Work closely with internal teams to resolve issues and prevent recurrence.
Drive quality and compliance standards through structured coaching, feedback loops, and alignment with internal policies and regulatory requirements. Ensure consistency in customer communication and service delivery.
Collaborate cross functionally with product quality, marketing, operations, and technical teams to ensure accurate information flow, support business initiatives, and align customer care with wider organizational priorities.
Identify opportunities for process improvement, system enhancements, and workflow optimization to increase efficiency and scalability. Lead implementation of improvements to enhance both team productivity and customer experience.
Support training, onboarding, and ongoing development programs to ensure the team is equipped with the knowledge, tools, and skills required to succeed.

Requirements

What you’ll need

Strong leadership and people management skills with the ability to motivate and develop teams.
Excellent communication and stakeholder management skills.
Data driven mindset with experience in performance analysis and reporting.
Strong problem solving and decision-making capabilities.
Experience managing customer service operations and delivering performance metrics.
Ability to manage multiple priorities in a fast-paced environment.

Benefits

Comp & perks

Enjoy a welcoming and collaborative workplace, complete with team events and a friendly environment.
We prioritise your wellbeing with comprehensive healthcare coverage, including medical, dental, HSA, and life insurance.
Access a wide range of perks, including exclusive discounts at retailers, hotels, and service providers, a 50% discount on all Lovehoney products to explore new ways to have fun, and participation in an annual bonus plan.
Benefit from paid time off, sick leave, and floating holidays each year to recharge and maintain work-life balance.
Grow your career through customised training opportunities and biannual feedback cycles.
Stay secure at work and at home with a complimentary 1Password Family account. All Lovehoney Group employees can invite up to five family members to join, offering your household a safe and simple way to manage passwords and sensitive information safely and easily.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

performance managementkey performance indicatorsroot cause analysisprocess improvementworkflow optimizationdata analysisreportingcustomer service operationsperformance metrics

Soft Skills

leadershippeople managementcommunicationstakeholder managementproblem solvingdecision makingteam motivationtime management