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OLAPLEX, Inc. (Nasdaq: OLPX) is an innovative, science-enabled, technology-driven beauty company. We are founded on the principle of delivering effective, patent-protected and proven performance in the categories where we compete. We strive to empower our consumers to look as beautiful on the outside as they feel on the inside. We believe every person deserves to have healthy, beautiful hair, whether they are visiting a salon or caring for their hair at home.

OLAPLEX has been able to achieve phenomenal growth and we continuously seek exceptionally talented individuals who can support our innovation and creativity. We currently operate in a fully remote environment; because of this, collaboration and flexibility are at the core of our commitment to each other and to the success of OLAPLEX.

About the Role:

The Manager, Customer Support is responsible for leading and managing a team to achieve excellent customer support outcomes and ensure key performance metrics are monitored and achieved. The role is responsible for all aspects of daily operations including domestic and international B2B EDI / Manual / Order Platform order processing, customer issue resolution, coordination of special projects and is key contact with warehouse order processing teams. OLAPLEX is seeking a candidate who will bring leadership and innovation to deliver top-notch B2B customer service.

• Lead and manage the Customer Support team
• Responsible for ensuring all purchase orders are processed correctly to ensure timely fulfillment and invoicing
• Primary contact for all customer interactions related to purchase orders or fulfillment
• Guide Customer Support team to assist various internal departments in resolving customer issues
• Responsible for order fulfilment prioritization and communication to warehouse order processing teams
• Owns management of cross functional communication on customer order fulfilment status and issue escalations
• Owns new customer order processing on-boarding, including EDI testing and launch orders
• Primary owner for order management process for B2B E-Commerce Order Platform
• Manage inventory allocations for products with limited availability
• Lead Customer Support Team in researching and resolving vendor chargebacks
• Create and maintain process and documentation for customer support related functions
• Assist with special projects as needed

About You:

• 3-5 years experience as a Customer Support Manager or similar CS role
• Strong understanding of EDI, manual order processing and Order Platforms
• Experience leading and mentoring a team
• NetSuite or similar ERP system experience required and NuOrder Platform experience a plus
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Self-motivated to use own initiative to innovate, when required
• Familiarity with Beauty Industry and working remote is a plus

We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes. We are looking for someone who will bring all their expertise, learn, and grow with us.

Our Total Rewards:

The annual base pay for this position is $101,500 - $141,750 with eligibility for an annual bonus. The actual base pay will vary based on factors such as qualifications, years of relevant experience, skill level, functional expertise, certificates or other professional licenses held and geographic location.

• Competitive compensation
• Work/Life Balance: Flexible paid time off, 11 paid holidays, and flexible work schedules
• Wellness: Company Contribution to Medical, Dental, and Vision Insurance for Employees and their Families, Company Paid Employee Life Insurance, Optional additional Life Insurance, and Short and Long-Term Disability Coverage Options, Dependent Care Flexible Spending Account with Company Reimbursement
• Parental Leave: Up to 18 weeks for all new birthing-parents and up to 10 weeks for all non-birthing new parents
• Financial Well-being: Roth and 401k plans: 100% match up to the first 4% and is immediately vested
• Professional Development Reimbursement Program: Career development is as important to us as we know it is to you!
• Culture: Our team has an "attitude of gratitude" and a shared passion for our brand. Join our culture committee and/or DE&I champion team to play a role in building and sustaining our "secret sauce"
• Recognition: We celebrate our peers and colleagues with our monthly 'Hero Recognition and Awards' program. Make a difference as a 'Bond Builder' and/or 'Commendable Creative!'
• Products: Twenty (20) free products per year, plus a friends and family discount

Our Commitment to Diversity, Equity, and Inclusion:

At OLAPLEX, we support and stand up for our community with our talent, content, messages, and product offering. We strive to build and nurture a culture where a focus on diversity, equity, and inclusion is instinctive. Our deep sense of passion and pride in what we do, both as individuals and as a company, unifies our shared commitment to 'do well and do good'. We recognize and celebrate different ideas, perspectives, and backgrounds and know they create a stronger and more creative work environment.

OLAPLEX is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.