About The Company

goop is a lifestyle platform dedicated to exploration, curation, and groundbreaking conversation. From its award-winning beauty and fashion lines to its expansive editorial lens, goop invites women to embrace the process of becoming, and to discover deep joy in the pursuit of pleasure, beauty, and growth in all phases of life. Gwyneth Paltrow began goop in the fall of 2008 as a weekly newsletter. It has expanded into a beauty, fashion, and food business that’s also known for its products, curation, podcast, TV shows, live events, and retail stores. About You   You are an empathetic leader who thrives on both coaching and hands-on execution. You’re comfortable guiding a team while also stepping in to support inbox management and customer responses as needed. You bring strong communication skills, a service-first mindset, and the ability to problem-solve quickly. You’re excited to grow as a manager, build team performance, and help refine the customer experience at a fast-paced lifestyle brand.  About The Role  The Associate Manager, Customer Experience will oversee the day-to-day operations of the CX team, ensuring that every customer interaction reflects goop’s values and high standards of service. Reporting to the Senior Director, Client Experience & Loyalty, this role is responsible for managing team performance, supporting inbox coverage, resolving escalations, and partnering cross-functionally to enhance the customer journey. You’ll own core processes and help define best practices that enhance the goop customer experience.  Responsibilities include: Manage, coach, and develop the CX team, fostering a culture of accountability, empathy, and high performance.  Actively support inbox management and customer responses, modeling best practices and assisting with escalations.  Oversee daily team operations, including workload allocation, SLA achievement, and escalated case resolution.  Partner with cross-functional teams such as Tech/Digital, Merch, Product, Marketing, Private Client and more, to identify and address recurring customer issues, ensuring timely resolution and long-term solutions.  Track team performance metrics, contribute to reporting, and share actionable insights to drive improvements.  Support training, onboarding, and knowledge-sharing to ensure consistent standards of excellence.  Assist in the rollout of new tools, processes, and initiatives designed to scale and improve the customer experience.  Qualifications & Experience  Bachelor’s degree or equivalent experience with 4-6+ years of customer service experience in ecommerce, luxury, or beauty; at least 1-2 years in a people management role.  Strong organizational and communication skills, with proven ability to manage competing priorities in a fast-paced environment.  Hands-on and adaptable, comfortable toggling between coaching others and direct customer interaction.  Analytical mindset with experience working with reporting tools to identify trends and share insights.  Passion for delivering an extraordinary customer experience and strengthening brand loyalty.  Experience in CX platforms including Shopify and others.   FAQ