Customer Experience Manager

amika means friend. we’re a fearless, Brooklyn-born, salon-raised haircare brand + a friend to all hair, hairstylists, the planet + you. 

we’re rooted in clinical results. each product is infused with our intoxicating scent + powered by our superfruit soul, sea buckthorn. known as one of earth’s most omega-rich plant sources, this potent berry nourishes your skin, scalp + strands. 

we’re a proud pal to the planet + certified B-Corp. from sustainably sourced ingredients + recyclable packaging to our energy-saving production processes, we pledge to reduce our greenhouse gas emissions, waste + energy to reach Net Zero by 2030. 

having grown up in salons, we know better than anyone how important stylists are—they’re our confidantes + community. Think of us as your at-home hairapist, here to empower self-expression + bring joy to your haircare experience. all hair is welcome™. 

the job:

We’re looking for a hands-on Customer Experience Manager to lead day-to-day CX operations and elevate how consumers and salon professionals experience the amika brand. You’ll drive the continuing success of the team, optimize systems and workflows, and turn customer insights into action that drives loyalty, retention, and growth. 

salary: $97,000 - $105,000 DEO + bonus

location: hybrid (preferably based in NY + must have the right to work in the US)

what you'll do:

Customer Experience & Operations 

• Oversee daily support operations across all customer channels, ensuring quality, timeliness, and empathy in every interaction. 

• Execute staffing and scheduling plans aligned to forecasted volume, seasonal peaks, and marketing campaigns (e.g., BFCM, holiday). 

• Manage escalations and issue resolution related to orders, returns/refunds, fraud investigations, adverse events, and chargebacks. 

Professional Channel Support 

• Provide top-tier salon and professional account support, fielding inquiries related to loyalty accounts, distributor inquiries, and more. 

• Surface professional-specific insights to inform loyalty program enhancements and service improvements. 

Voice of the Customer 

• Contribute to monthly and quarterly CX reporting that highlights KPIs, wins, and improvement opportunities. 

Systems & Tools Enablement 

• Support pilots of new technologies (AI tools, proactive chat, self-service improvements) in partnership with CX leadership. 

• Ensure accurate reporting and dashboarding to track service metrics, agent productivity, and consumer sentiment. 

Team Leadership 

• Manage and develop a team of CX specialists (in-house and offshore), providing coaching, feedback, and professional growth opportunities. 
• Foster a culture of empowerment, empathy, and accountability where every agent acts as a brand ambassador. 
• Collaborate with senior leadership to identify hiring needs, process gaps, and opportunities for innovation. 

must haves:

• 5–7 years of experience in customer experience, operations, or e-commerce; 2+ years in a leadership role. 
• Strong understanding of DTC and omnichannel customer journeys; beauty or consumer goods experience preferred. 
• Skilled in support technologies (Gorgias, Shopify, Loop Returns, Recharge, etc.) and data-driven decision-making. 
• Exceptional communication and leadership skills; thrives in fast-paced, high-growth environments. 
• Proven ability to translate insights into operational improvements and influence cross-functional partners. 

ready to apply?

please click the link below that will bring you to our careers page where you can submit your application + resume (cover letter optional). a member of our team will be in touch soon!