Customer Service Manager

Formulate is building the technology platform redefining how personal care products are designed, manufactured, and delivered. We believe the era of mass-produced, one-size-fits-all skin and hair care is coming to an end.

We are leading the shift toward a new chemist-to-consumer model - where expert formulation, intelligent software, and advanced manufacturing come together to create products tailored to real people. By connecting formulation science directly to the end user, we are changing not only how products are made, but how they are discovered, customized, and purchased.

We're building the platform powering a new movement - one that replaces mass production with precision creation.

We are looking for an energetic, self-starting, candidate with great communication skills and a passion for customer experience. This position is responsible for overseeing customer staff and playing a critical role in elevating Formulate's customer experience as a whole.

What would you be doing?

• Manage day-to-day customer support operations and remote staff as well as perform customer support functions directly
• Work with leadership to set specific performance targets and manage team to meet those targets
• Interview, select, and train new customer support hires
• Manage shifts for all customer support roles
• Be on the front lines of driving our customer experience to the next level (live chat, email, phone, social media, etc.)
• Assist in developing new ways to solve customer problems and improve the customer experience
• Answer inquiries by researching, locating, and clarifying desired information
• Prioritize team's responses and follow-ups based on urgency of request; escalate unresolved issues in a timely manner

What does success look like in this role?

• 3+ years of of customer service experience
• Track record of providing exceptional customer service in a team environment
• Strong computer skills and comfortable navigating multiple systems; proficient in Microsoft Office
• Rigorous attention to detail and organization - you provide a great customer experience
• Excellent verbal and written communication and interpersonal skills
• A passion for direct-to-consumer retail and helping others
• Thrives in a fast-paced environment and is constantly looking for ways to optimize efficiency
• High level of professionalism and integrity

What you would get from Formulate?

• The rare opportunity to join one of the hottest tech-enabled consumer startups with offices in San Francisco and St. Louis
• A collaborative work environment where your input is highly valued
• Competitive compensation
• Work from home