Bold, innovative and just a tad naughtier than you would expect, Honey Birdette are looking for an online Customer Service Manager to join our Hive!
About Honey B
Honey Birdette was created by women for women, to offer an experience unlike any other lingerie retailer. We are a luxury lifestyle brand offering high-end lingerie and premium bedroom accessories. Bold, innovative and a little naughtier than you would expect, Honey Birdette has quickly become the most talked about lingerie brands. We inspire, create curiosity, and empower women through their beauty and confidence.
Who We Seek
The online Customer Service Manager is a hands‑on leader charged with shaping, supporting, and energising a high‑performing team to deliver stellar customer experiences across every touchpoint. You’ll handle all aspects of managing team —creating and approving monthly rosters and timesheets—while providing regular one‑on‑one coaching, managing escalated tickets, and identifying skill gaps for training. Front‑of‑house, you’ll manage live chats, calls, social media, Click & Collect, VIP invoicing, and order issues, maintaining 24/7 customer support. Operationally, you’ll coordinate with warehouse teams, manually process orders, resolve shipping or fraud issues, and file courier claims. With a proactive, solution‑oriented mindset, you’ll champion a customer‑centric culture—anticipating needs, actively resolving problems, and ensuring commitments are met. You’ll also produce weekly reports for e‑commerce, stay compliant with all HB/PLBY policies, participate in ongoing training, effectively communicate across internal channels, and take on additional responsibilities as required—always keeping the customer perspective front and centre. This role embodies the essence of true customer obsession, where every decision, process, and interaction is driven by the goal of delighting and retaining customers
What You’ll Do - Job Responsibilities
Create and publish monthly team rosters, ensuring full regional coverage.
Approve team timesheets and monitor adherence to scheduled hours.
Conduct regular one-on-one coaching sessions with actionable development plans.
Handle escalated tickets and identify training opportunities for team growth.
Deliver weekly region performance reports and ad hoc analysis for e‑commerce.
Lead daily briefings to align on objectives, updates, and customer priorities.
Champion the customer perspective in all decisions and service delivery.
Proactively resolve customer issues and ensure follow‑through on commitments.
Manage live chats, calls, social media, and email inquiries to maintain 24/7 support coverage.
Coordinate Click & Collect, unfulfilled orders, VIP invoicing, and gift card issues.
Oversee manual order processing, fraud checks, and system error corrections.
File courier claims, manage replacements, and enforce compliance with policies.
Liaise with warehouse and opening office, facilitating respectful and clear communication.
Participate in ongoing training, stay informed via internal channels, and suggest improvements.
Perform additional duties as assigned, consistently focusing on customer obsession.
What You’ll Bring - Qualifications and Skills
Previous experience in a customer service and omni-channel management is required
Currently located in LA or willingness to relocate if successful
Proven ability to manage multiple channels of communication in a timely and responsive manner
Proven experience in fast paced working environment with ability to achieve set KPI’s.
Customer experience driven, communications expert with positive outcomes at front of mind.
Bubbly attitude, people orientated, and open minded.
Experience in working across multiple systems at one time.
Ability to understand and utilise company policies & processes.
Enjoys collaborating with broader teams to achieve high commercial outcomes.
Ability to deescalate situations and turn a potential negative experience into a positive one.
Calm under pressure with…