About Us
Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.
Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
Job Description:
The role:
We are seeking a Service Center Manager to lead our in-house technical support center at Hydrafacial. This position oversees a customer-facing help desk team responsible for providing timely, accurate, and empathetic support for our equipment and services. The ideal candidate will combine strong leadership in service operations with a hands-on understanding of our technology, empowering their team to troubleshoot minor equipment issues and deliver exceptional customer experiences. This is a key leadership role focused on operational excellence, team development, and continuous improvement across our support function.
The position is based on-site at our Long Beach, CA office.
What you’ll do:
Primary Responsibilities:
Leads and manages a team of technical support representatives and dispatch personnel, ensuring consistent high-quality support across multiple channels (phone, email, chat).
Coaches and mentors, the team on how to troubleshoot Hydrafacial equipment effectively, including minor technical diagnostics and resolutions.
Serves as a technical escalation point for the team, assisting with advanced customer issues and modeling effective troubleshooting approaches.
Oversee hiring, onboarding, and ongoing training programs, ensuring team members are equipped with the skills to support new product features and system updates.
Develops and maintains a robust internal knowledge base and troubleshooting guides to support quick and consistent resolution of common issues.
Monitors team performance against KPIs including first call resolution, customer satisfaction, response time, and escalation handling.
Facilitates regular coaching sessions, team meetings, and performance reviews to drive engagement, accountability, and continuous development.
Works closely with Support Operations to optimize tools, workflows, and reporting that improves team productivity and customer outcomes.
Manages scheduling, timekeeping, and workforce planning to ensure optimal team coverage and SLA compliance.
Analyzes customer feedback and supports trends to identify root causes of recurring issues and recommend service improvements.
Supports global service center expansion by sharing best practices and standardizing processes across regions.
Participates in an on-call rotation for after-hours support of high-priority issues.
Maintains a full-time, in-office presence to effectively support and coach the team.
Performs other duties as assigned
What you need to know:
Experience/Skills/Education:
Required:
Bachelor’s degree or equivalent work experience in customer support, technical services, or operations.
3+ years of experience managing a customer service or technical support team, ideally in a help desk or contact center environment.
Proven ability to train others on technical troubleshooting of hardware or field equipment.
Strong understanding of service center operations, including scheduling, escalation handling, and customer interaction quality management.
Effective communicator with strong coaching skills and the ability to lead by example.
Analytical and data-driven with experience using KPIs and customer feedback to guide decisions.
Comfortable working hands-on with customer equipment to diagnose and solve common issues.
Familiarity with CRM/case management platforms (Salesforce preferred).
Committed to a full-time, in-office leadership role.
We mean it when we say you’ll LOVE this role.
Base Pay: $91,700 - $107,000 per year
An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Hydrafacial's total rewards package for our employees. Other rewards may include annual bonuses, long-term incentives based on level, paid time off, and region-specific benefits. Come grow and GLOW with us!
What else can you expect with Hydrafacial?
PERKS! Benefits include: Medical insurance, dental insurance, vision insurance, FSAs, HSAs, accident insurance, pet insurance, company-paid life and AD&D insurance, company-paid long-term and short-term disability insurance, 401(k) with employer match, paid time off (PTO), and paid holidays.
#LI-Onsite
Hydrafacial is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, sex, religion, sexual orientation, national origin, gender identity, gender expression, age, disability, genetic information, pregnancy or any other protected characteristic as outlined by color, federal, state or local laws. We are committed to working with and providing accommodation to applicants with physical and mental disabilities.
Hydrafacial does not accept unsolicited assistance or resumes/CVs from third party search firms. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral or CV/resume submitted by a search firm to any employee at our company without a valid written search agreement. If we need additional support, we will be sure to reach out directly to one of our preferred providers. Please no phone calls or emails.
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