AO2 Clear · 3 days ago
Customer Service Manager
Austin, Texas Metropolitan Area
Full-time
Onsite
Mid LevelAO2 SKIN is a science-backed skincare company built around patented gas nanobubble technology. They are seeking a Customer Service Manager who will serve as the bridge between customers, fulfillment partners, and internal teams, ensuring exceptional customer care and operational excellence.
Cosmetics
Responsibilities
Serve as the primary point of contact for customer inquiries across email, chat, and other support channels
Respond to customer questions with professionalism, empathy, and confidence—especially around sensitive skin concerns, product usage, and expectations
De-escalate and resolve customer issues while reinforcing trust in the AO2 SKIN brand
Develop and refine customer-facing responses using subject matter expertise from internal teams (science, product, leadership)
Manage shipping-related inquiries including tracking, delays, lost packages, and delivery issues
Coordinate directly with fulfillment partners and carriers to resolve issues quickly and accurately
Proactively communicate updates to customers when shipping issues arise
Identify recurring shipping problems and recommend process improvements
Log, track, and manage all customer interactions using customer service and CRM tools
Maintain accurate records of customer issues, resolutions, and follow-ups
Monitor trends in customer feedback, product questions, and support volume
Track success metrics such as response time, resolution time, and customer satisfaction
Help build and maintain a scalable customer service knowledge base and response library
Improve workflows, templates, and internal documentation to support consistent, high-quality responses
Partner with leadership to identify opportunities to improve the overall customer experience
Support product launches, promotions, and seasonal volume increases as needed
Qualification
Required
Exceptional written and verbal communication skills
Strong ability to communicate complex or technical information in a clear, reassuring way
High emotional intelligence with a natural ability to show empathy and build trust
Calm, confident, and solution-oriented when handling difficult situations
Comfortable using customer service platforms, CRMs, and ticketing systems
Strong attention to detail and ability to manage multiple open issues simultaneously
Ability to document issues clearly and track outcomes over time
Proficient with standard business tools (email, spreadsheets, internal dashboards)
Prior experience in customer service, customer success, or operations (managerial experience a plus)
Ability to quickly learn product science and apply it in customer communication
Proactive, accountable, and comfortable owning problems through resolution
Willingness to work off-hours, including weekends and holidays, as required
Preferred
Experience handling shipping, fulfillment, or logistics-related customer issues preferred
Benefits
Be part of a science-driven skincare company with a meaningful mission
Work closely with leadership and product experts
Play a critical role in shaping the customer experience and brand reputation
Join a growing, hands-on team where your work truly matters
Company
AO2 Clear
What is AO2 Clear? The cleanest skincare treatment on earth -only made out of two ingredients: distilled water and millions of oxygen nanobubbles.
Founded in 2022
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase