Job descriptionClient 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
? 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!