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Full-Time

Senior Manager

Client Services

Confirmed live in the last 24 hours

The Honest Company

The Honest Company

201-500 employees

Eco-friendly consumer goods and subscription services

Social Impact
Consumer Goods

Compensation Overview

$98k - $115kAnnually

+ Annual Incentive Plan + Equity + Employee Stock Purchase Plan

Mid, Senior

Culver City, CA, USA

Category
Customer Success
Customer Success & Support
Required Skills
Communications
Requirements
  • Bachelor’s Degree/or equivalent experience is preferred
  • 4+ years of managerial experience in a call center environment
  • Exceptional written and oral communication skills
  • Extensive experience managing and coaching a team through an evolving CX environment
  • Proven ability to deliver results in a high volume, customer-focused environment while supporting a team and elevating CX to the next level
  • Experience collaborating at the executive level in a long-term, strategy-driving capacity
Responsibilities
  • Manage the Client Services team; mentoring and training team members to ensure that all representatives are providing excellent service to customers
  • Coach, motivate and mentor Client Services Team Leads
  • Develop strategic and operational plans for measuring and improving performance
  • Drive performance on written and phone channels against department/individual performance metrics
  • Reduce ASA; AHT and improve agent performance to meet team metrics
  • Implement NPS scoring/tracking system across email & phones
  • Pro-actively work with Product team to compile answers to FAQ’s and communicate product launches to team
  • Track customer sentiment and communicate to the team via weekly team huddles/monthly team meetings
  • Participate in 1:1’s with agents/team leads and effectively communicate performance to each agent/TL to support growth and employee development throughout the year
  • Align with warehouse re: damage/loss stats and customer feedback
  • Partner with Associate Director to serve as CS liaison w/SCM and other key internal business partners
  • Report on YoY performance stats; reduce COS; increase GP margins through reduction in comp freight/discounts/credits where possible
  • Implement cross training program within the department for all channels (phone; email; social; chat)
  • Manage BBB complaints and track YoY

The Honest Company provides a range of eco-friendly consumer goods, including beauty, baby, and cleaning products. Their products are designed with clean, safe ingredients and are dermatologist-approved, appealing to health-conscious consumers who value sustainability and ethical practices. The company operates primarily through direct-to-consumer sales on its website, offering subscription services like the Diapers & Wipes Bundle, which allows customers to save on regular shipments. This model not only ensures convenience for customers but also creates a steady revenue stream for the company. What sets The Honest Company apart from its competitors is its strong commitment to transparency, social justice, and human rights, which is reflected in its business practices and product offerings. The company's goal is to deliver high-quality, sustainable products while maintaining ethical standards throughout its supply chain.

Company Stage

Series E

Total Funding

$497M

Headquarters

Los Angeles, California

Founded

2012

Growth & Insights
Headcount

6 month growth

2%

1 year growth

2%

2 year growth

7%
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Simplify's Take

What believers are saying

  • Recent leadership appointments, including a new CFO and Chief People Officer, signal a strategic focus on growth and operational excellence.
  • Expanding partnerships, such as with Tinuiti, highlight the company's commitment to marketplace expansion and sustained growth.
  • The Honest Company's dedication to clean, dermatologist-approved products continues to attract a loyal customer base, ensuring long-term brand loyalty.

What critics are saying

  • The departure of founder Jessica Alba as Chief Creative Officer may impact brand perception and creative direction.
  • The competitive landscape in the eco-friendly consumer goods market requires continuous innovation to maintain market share.

What makes The Honest Company unique

  • The Honest Company stands out with its strong commitment to sustainability and ethical practices, appealing to health-conscious consumers.
  • Their direct-to-consumer model, combined with subscription services, ensures a steady revenue stream and fosters customer loyalty.
  • The company's transparency in ingredient sourcing and product formulation builds trust and sets it apart from competitors in the consumer goods market.