Customer Care Manager

Medik8 Limited; Ada (OK); On-site; USD 70,000 - 85,000; Full time

Job summary

A skincare brand in Oklahoma is looking for a Customer Service Manager to oversee BPO partnerships and enhance customer service. The ideal candidate should have over 3 years of experience in customer service management and solid skills in vendor relationships. This role offers the chance to drive operational excellence and work in a collaborative environment with a strong focus on customer experience and engagement.

Benefits

25 days holiday + bank holidays

Flexible & Hybrid working

Private Medical Insurance + Mental Health support

Employee Assistance Program (EAP)

Annual Performance Bonus

Long Service Awards

75% discount + Annual Product Allowance

Flexible Career opportunities

Up-skilling support + regular Lunch & Learns

2 Volunteering days per year

Matched Charitable Giving Scheme

Qualifications

• 3+ years in customer service or contact centre management.
• 2–3 years’ experience managing BPO or third-party vendor relationships.
• Hands-on experience with modern customer service platforms.
• Strong analytical skills and ability to translate data into action.
• Exceptional communication, relationship-building, and project management skills.
• Focused, proactive, and passionate about delivering exceptional customer experiences.

Responsibilities

• Be the primary relationship manager for BPO partner.
• Act as final point of escalation for complex customer issues.
• Establish and monitor SLAs and KPIs.
• Lead performance reviews and continuous improvement initiatives.
• Drive day-to-day use of Gorgias.
• Analyse regional data to drive improvements.

Skills

Customer service management

BPO vendor management

Analytical skills

Communication

Project management

Problem-solving

Tools

Gorgias

Zendesk

Salesforce Service Cloud

Digital Genius

Job description

What You’ll Do

• Be the primary relationship manager for our ROW BPO partner, driving collaboration and high performance.

• Act as the final point of escalation for complex customer issues.

• Establish, monitor, and optimise SLAs and KPIs such as CSAT, NPS, and FCR.

• Lead performance reviews, operational check-ins, and continuous improvement initiatives.

• Support resource planning, volume projections, and staffing for ROW markets.

Onboarding, Training & Quality Assurance

• Oversee BPO onboarding and ensure systems, processes, and knowledge bases are fully aligned with Medik8 standards.

• Ensure agents are trained and supported on products, systems, and brand voice.

• Contribute to a global QA framework, ensuring consistent service excellence across ROW.

• Champion Medik8’s values within the BPO and foster team integration with our mission.

Regional Delivery & Technology Utilisation

• Drive day-to-day use of Gorgias to optimise agent efficiency and customer experience.

• Maintain and enhance Help Centre content for ROW markets, supporting effective self-service.

• Lead automation initiatives using Digital Genius, tailoring flows to regional needs.

• Provide insights on technology performance to support global CX strategy.

Operational Excellence & Customer Advocacy

• Go beyond standard KPIs to create moments of delight and enhance customer loyalty.

• Analyse regional data and feedback to identify trends and drive continuous improvement.

• Act as the Voice of the Customer, sharing actionable insights with D2C, Marketing, R&D, and Operations teams.

• Partner with the GM EMEA & ROW to ensure operations align with regional commercial objectives.

What We’re Looking For

• 3+ years in customer service or contact centre management.

• 2–3 years’ experience managing BPO or third-party vendor relationships.

• Hands-on experience with modern customer service platforms (Gorgias, Zendesk, Salesforce Service Cloud).

• Strong analytical skills and ability to translate data into action.

• Exceptional communication, relationship-building, and project management skills.

• Focused, proactive, and passionate about delivering exceptional customer experiences.

Desirable:

• Experience with international or non-English speaking markets.

• Hands-on experience with AI/automation platforms (Digital Genius, Ada, etc.).

• Experience managing Help Centre content and self-service initiatives.

About us

Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise.

Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market. All this is underpinned by our pioneering CSA Philosophy® of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night which addresses 90% of anti-ageing skincare needs to deliver more youthful-looking skin.

Culture & Benefits

We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions-focused thinking, we possess a purpose-driven mentality and strive to work with integrity and agility, always. We are collaborative go-givers; our diverse talents work cross-functionally and we achieve more together. We are proud to do everything in-house, challenging the norm and pushing the boundaries of possibility. It’s just who we are!

Some of the perks of being part of the Medik8 team include:

• 25 days holiday + bank holidays

• Flexible & Hybrid working

• Private Medical Insurance + Mental Health support

• Employee Assistance Program (EAP)

• Annual Performance Bonus

• Long Service Awards

• 75% discount + Annual Product Allowance

• Flexible Career opportunities

• Up-skilling support + regular Lunch & Learns

• 2 Volunteering days per year

• Matched Charitable Giving Scheme

Want to do a little more research before you apply?

Head over to our main careers page to find out more about the team and our values. You can also find out more about us on LinkedIn, Glassdoor & Instagram.

At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.

Our DE&I ethos also flows through our recruitment process. Studies have found that minority groupings tend to apply for roles only when they meet 100% of the role requirements, in comparison to non-minority grouping tend to apply when they meet only 60% of the role requirements (Hewlett Packard ). The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you think you meet 60+ of the role spec and are passionate, excited & feel like you have the potential to fulfil the rest - then we want to hear from you!