Customer Service Manager

Who we are

We are ALO. We inspire mindful movement, wellness, and taking the consciousness of physical practice and meditation into the world - this is the real studio to street.

We make technologically advanced activewear, scientifically forward, clean beauty & wellness solutions, and igniting movement & mindfulness content to bring more mind-body wellness to the world.

Alo stands for Air, Land, Ocean. Behind everything we do is the intention to protect and respect our planet's resources with solar power and sweatshop-free, eco-aware production, our non profit has brought yoga and mindfulness to millions.

Job Objectives:

The Customer Service Manager will own the end-to-end customer service experience for ALO China Digital, ensuring every customer interaction reflects ALO’s service standards and brand experience.

This role will manage the external customer service partner, establish service quality standards and operating processes, and continuously improve the post-purchase customer journey across customer service, order fulfillment, delivery, returns and refunds.

The ideal candidate combines strong customer service operations expertise with a customer-first mindset, strong analytical capabilities, and experience managing outsourced service teams in a premium retail or e-commerce environment.

Key Responsibilities

1. Customer Service Operations & Partner Management

• Own the day-to-day management and performance of ALO’s external customer service partner.
• Establish and monitor key service KPIs including SLA, response time, resolution rate, customer satisfaction and service quality.
• Conduct regular performance reviews, QA audits and business reviews with the external CS team.
• Manage staffing and service readiness for product launches, campaigns and peak trading periods.
• Identify operational gaps and drive corrective actions with internal and external stakeholders.

2. Service Quality & Brand Experience

• Define and continuously improve customer service standards, SOPs and communication guidelines across digital channels.
• Ensure customer communication consistently reflects ALO’s brand tone, service philosophy and premium customer experience.
• Develop structured QA mechanisms to evaluate service accuracy, communication quality and customer handling.
• Lead coaching and training programs for the external CS team, including product knowledge, campaign mechanics and service standards.
• Identify recurring customer pain points and translate customer feedback into actionable business improvements.

3. Post-Purchase Customer Experience

• Own the end-to-end post-purchase customer journey across customer service, fulfillment, delivery, returns, refunds and issue resolution.
• Partner closely with Logistics, Distribution Center, Digital Operations and Technology teams to resolve operational issues affecting customers.
• Optimize customer-facing policies and processes to improve both customer experience and operational efficiency.
• Support the development of proactive customer communications throughout the order lifecycle.

4. Customer Insights & Continuous Improvement

• Establish regular reporting on customer inquiries, complaints, service performance and key customer pain points.
• Analyze contact reasons and customer feedback to identify systemic issues and emerging trends.
• Represent the voice of the customer in digital business reviews and operational planning.

Qualifications

• Bachelor’s degree or above.
• Minimum 7 years of experience in customer service, customer experience or e-commerce operations, preferably within luxury, beauty, fashion, premium retail, or lifestyle brands.
• Proven experience managing outsourced customer service teams or external service partners.
• Strong understanding of e-commerce post-purchase operations, including order fulfillment, logistics, returns, refunds and customer complaint management.
• Demonstrated experience establishing and managing CS KPIs, SLA frameworks, QA programs and SOPs.
• Strong analytical skills with the ability to translate customer data and service trends into actionable improvements.
• Strong stakeholder management skills and experience working cross-functionally with different teams.
• Excellent written and verbal communication skills in Chinese and English.
• Experience with Tmall, WeChat or China digital commerce ecosystems is preferred.
• Experience in premium or high-touch customer service environments is highly preferred.