Naked Sundays is seeking a Customer Care Success Manager to lead and elevate our customer service experience. This role is a key part of our customer-facing team, focused on delivering exceptional service, driving customer satisfaction, and building long-term loyalty.

As the Customer Care Success Manager, you’ll oversee daily customer interactions, improve processes, manage support tools, and help scale a high-performing, brand-aligned support function. You’ll work cross-functionally with marketing, ecommerce, and operations to ensure the voice of the customer is central to everything we do.

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Key Responsibilities

• Lead and manage customer support operations across all channels (email, social, live chat).

• Develop and implement customer service strategies that improve response times, satisfaction, and retention.

• Own customer feedback loops and report trends to internal teams.

• Manage relationships with third-party platforms (e.g., Gorgias, Shopify, etc.).

• Build and maintain customer support resources (FAQs, macros, internal docs).

• Collaborate on customer-centric campaigns, surprise & delight initiatives, and loyalty-building programs.

• Manage and mentor support staff or external agents as needed.

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What We’re Looking For

• 2+ years in a customer support or success role, ideally in DTC or ecommerce.

• Experience with customer service tools like Gorgias, Zendesk, or similar.

• Excellent written communication and problem-solving skills.

• Strong organizational and time-management abilities.

• A customer-first mindset with a passion for beauty, skincare, or wellness (bonus).