Senior Manager, Customer Support Operations

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin MethodTM, an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at home product routines and lifestyle guidance. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusion, Collaboration, Adaptability, Accessibility

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

About the role

The Senior Manager, Customer Support Operations is the day-to-day operational owner of Face Reality’s Customer Support function, operating as a strategic partner within the broader Customer Success organization. This role is responsible for executing the Customer Support strategy, systems roadmap, and compliance frameworks established by the Director of Customer Success while independently leading daily operations, inbound volume management, capacity planning, system execution, and team performance.  This role is designed to remove operational bottlenecks, increase decision efficiency, and ensure consistent, high-quality execution across all inbound support channels (including email, phone, and digital) as Face Reality scales. The Senior Manager operates with delegated authority and serves as a direct extension of the Director of Customer Success, enabling scale without executive involvement in day-to-day execution.This position is a Hybrid position working 8am-4:30pm out of our San Ramon office Tuesday - Thursday and remotely Mondays and Fridays. *Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship. 

Key Responsibilities:  

Leadership

• Directly manage the Customer Support team and provide indirect operational oversight of the Customer Success team, ensuring alignment across all inbound queues and systems.
• Own hiring, onboarding, coaching, performance management, and development plans
• Provide leadership, guidance, and accountability across the Customer Support team
• Foster a culture of ownership, continuous improvement, and operational excellence

Customer Support Operations & Capacity Management

• Own day-to-day Customer Support operations across all inbound channels, including email, phone, and digital queues
• Lead inbound volume forecasting, capacity planning, and workload distribution to maintain queue health and SLA performance
• Monitor real-time inbound volume and system behavior across all queues
• Serve as the primary decision-maker for operational support issues
• Continuously evaluate processes, identify inefficiencies, and develop solutions grounded in research and data, not assumptions
• Oversee major support projects and manage large scale organizational change
• Represent at industry events and conferences

Customer Success Partnership & Indirect Oversight

• Maintain indirect operational oversight of the Customer Success team to ensure alignment across inbound queues and shared systems
• Partner closely with the Director to support the Customer Success function and ensure operational continuity
• Stay highly engaged in Success-related queues to identify risks, bottlenecks, or system impacts
• Ensure consistent application of workflows, prioritization logic, and service standards across Support and Success
• Seek to understand the “why” behind processes, systems, and workflows; surface insights that inform strategic decisions

Strategic Partnership & Support Model Execution

• Serve as a strategic operating partner to the Director across all aspects of the Customer Support and Success operating model
• Translate strategy into executable plans, operating rhythms, and day-to-day workflows
• Identify cross-functional dependencies and operational gaps that impact customer outcomes
• Represent Support Operations in cross-functional planning and execution forums
• Research and analyze root causes before proposing solutions; balance short-term fixes with long-term system improvements
• Proactively track trends, KPIs, and operational patterns to anticipate issues and recommend goal-oriented strategies

Systems, Tooling & Operational Execution

• Own day-to-day configuration, optimization, and adoption of Customer Support systems and tools
• Ensure system behavior supports both Support and Success workflows effectively
• Lead feature testing, rollout, and iteration within the approved systems roadmap
• Partner with cross-functional teams to implement system enhancements and integrations
• Develop deep institutional knowledge of systems and tools to troubleshoot, improve processes, and coach the team effectively

Training, Development & Launch Readiness

• Design and deliver onboarding and ongoing training for Customer Support roles
• Support enablement and readiness efforts for Customer Success teams as needed
• Own SOP creation, maintenance, and enforcement across Support workflows
• Ensure Support and Success readiness for launches, policy changes, and system updates
• Constantly evaluate and improve training and documentation to capture institutional knowledge and best practices

Escalations, Compliance & Problem Resolution

• Act as the first-line owner for customer and Acne Expert escalations within Customer Support
• Support escalation resolution impacting Customer Success queues as needed
• Make compliance-related decisions within established guidelines
• Escalate precedent-setting or high-risk issues in partnership with the Director
• Approach escalations analytically: research underlying causes, develop solutions, and implement learnings into process improvements

Reporting, Insights & Continuous Improvement

• Own weekly and monthly Customer Support performance reporting
• Provide operational insights related to inbound volume, queue health, and capacity utilization across Support and Success
• Identify trends, risks, and improvement opportunities across people, process, and systems
• Drive continuous improvement initiatives and surface recommendations to the Director
• Actively seek institutional knowledge, investigate patterns, and propose data-informed initiatives that align with organizational goals

Qualifications and Skills Needed: 

• 7-10 years of progressive customer support experience.
• Proven experience managing multi-channel inbound support at scale (email, phone, digital)
• 3–5+ years of people management experience or multiple functions
• Experience managing metrics, budgets, and performance goals
• Expertise in processes and systems with the ability to understand, document, and optimize workflows across multiple teams
• Strong analytical and problem-solving skills, including the ability to research root causes, anticipate issues, and develop strategic solutions
• Goal-oriented and outcome-driven, able to prioritize initiatives based on business impact rather than just presenting solutions
• Self-directed institutional knowledge builder who proactively seeks understanding of systems, operations, and cross-functional dependencies
• Experience partnering closely with senior leadership on execution and scaling
• Comfortable making judgment calls in compliance-sensitive environments
• Excellent communication, leadership, and cross-functional collaboration skills
• Ability to operate autonomously while enabling leadership scale and supporting the Director as a strategic partner

At Face Reality you will have the opportunity to:

• Partake in and contribute to a high-growth brand journey
• Be part of a high performing growing team
• Contribute to executing initiatives across professional channels

Physical Demands:

• Must be able to lift and carry objects weighing up to 25 pounds
• Ability to stand, walk, and bend for extended periods
• Excellent hand-eye coordination and manual dexterity
• Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues
• Must possess a valid driver’s license and have a clean driving record
• Ability to perform repetitive tasks with accuracy and attention to detail
• Must be able to communicate effectively in verbal and written form
• Comfortable lifting, pushing, and pulling equipment and materials
• Comfortable using a computer, keyboard, and mouse

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Salary: $115k-125k per year plus yearly bonus and full benefits package