Customer Experience & Community Manager

Job title: Customer Experience & Community Manager
Contract type: Full-time
Location: Beverly Hills
Discipline: Beauty
Remote: No
Reference: 424675
Contact name: Alissa Ochoa
Job Published: January 01, 1970

Job description

Client Overview: 

Our client, a celebrity backed skincare and beauty brand is seeking a Customer Experience & Community Manager to join their growing team full-time! 

HYBRID Schedule - located in Beverly Hills 
Direct Full-time Hire


?  Help to architect and manage a high touch, hyper-personalized customer service team of 2-3 customer care associates; responsible for the overall direction, coordination and evaluation of the team
?  Assist high volume of customers via email, chat, phone regarding placing orders, order confirmation, product/promotion questions, subscriptions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention
?  Manage fraud prevention and chargeback process with technology partners
?  Solve complex customer service issues and proactively head off negative service trends
?  Work directly with Head of Ecommerce to communicate site issues and customer experience to our
development team for immediate attention
?  Partner with Fulfillment Manager and 3PL fulfillment center to ensure smooth order processes
?  Collaborate with Head of Social Media and brand team to support community management efforts
across Instagram, Facebook, TikTok and other social platforms, as needed
?  Constantly analyze and improve strategies/processes along with developing and implementing short-
and long-range goals.
?  Be an expert on our experience, our products, our ingredients, and our customer

Essential Skills
?  Must be able to identify priority requests and act quickly and deliver best solutions to problems/issues
?  Interpersonal skills; ability to work well with others
?  Great communication skills; both verbal and written
?  Proven track record in building and contributing to an exceptional customer service department
?  Ability to create strategy and tactical approaches to address issues
?  Ability to set goals and distribute work efficiently and fairly
?  Stays calm under pressure and has a positive, can-do, team-focused mentality — there is no task that
is too small!
?  Available to work weekends and holidays as needed during launch periods


? 3+ years customer service experience at supervisory or management level, at a call center or CPG company (with 5+ years of total customer service experience)
?  Experience managing at least 1-2 customer service representatives at an ecommerce brand
?  High School Diploma required
?  Bachelor’s Degree preferred
?  Shopify experience strongly preferred
?  Understanding of Gorgias, and hands-on experience managing outside vendors is a plus.
?  Experience with social platforms
?  Experience in fraud prevention
?  Prior experience in the beauty industry preferred`

Please submit your resume to apply today!  Apply for this job