Honey Birdette is a luxury lingerie and lifestyle retailer known for bold fashion and premium bedroom accessories. Founded in Australia, the brand has grown from its first boutique in 2006 to stores across Australia, the UK, and the United States. Its retail teams serve a devoted customer base through a glamorous, provocative approach to lingerie and lifestyle.
Senior Customer Service Manager
Lead omnichannel customer support for Honey Birdette’s luxury lingerie and premium bedroom accessories business. Oversee teams, orders, escalations, and the customer experience.
Tavsif
- Build and publish monthly rosters to provide full regional coverage.
- Review team timesheets and ensure scheduled hours are followed.
- Coach team members in regular one-to-one sessions and set practical development plans.
- Resolve escalated tickets and identify opportunities for staff training.
- Prepare weekly regional performance reports and analyze e-commerce data as needed.
- Run daily briefings covering goals, updates, and customer priorities.
- Represent the customer perspective in decisions and service delivery.
- Resolve customer issues proactively and follow through on commitments.
- Manage chat, phone, social media, and email inquiries to sustain round-the-clock support.
- Coordinate Click & Collect requests, outstanding orders, VIP invoices, and gift card issues.
- Oversee manual order entry, fraud reviews, and corrections to system errors.
- Submit courier claims and arrange replacements.
- Coordinate with warehouse and opening office teams.
- Complete ongoing training, track internal channels, recommend improvements, and take on other assigned duties.
Talablar
- Prior experience in customer service and omnichannel operations.
- Ability to manage several communication channels promptly and responsively.
- Experience in a fast-paced workplace and a record of meeting established KPIs.
- Experience using multiple systems at the same time.
- Ability to understand and apply company policies and procedures.
- Skill in de-escalating concerns and turning potential negative interactions into positive outcomes.
- Ability to stay composed under pressure and meet deadlines.
- Ability to work independently and collaboratively.
- Availability for a flexible schedule, including closing shifts, weekends, and holidays.
- Unrestricted authorization to work in the United States.
- Must be at least 18 years old.
- Ability to lift and carry up to 25 pounds and frequently stand, walk, perform repetitive finger, hand, and wrist movements, bend, stoop, reach, squat, kneel, push, pull, climb ladders, and work with cleaning chemicals.
- Ability to stand and walk for up to eight hours per shift.
- Ability to use mobile devices and computers.
- Ability to read instructions, reports, and computer or register screens, and enter information into a computer each day.
Imtiyozlar
- Competitive pay.
- Retail sales incentive programs.
- Career development and training opportunities.
- Employee assistance program offering mental health and counseling services.
- 401(k) plan with company matching.
- Employee product discount.