Customer Experience Lead

New York City
Customer Experience
Full-time

Specific Responsibilities include, but are not limited to

    • Serve as the primary resource for customer service agents who engage with customers via email, social media, and in-person
    • Step in when necessary to escalate and remedy to manage directly
    • Troubleshoot customer questions, issues, and complaints quickly and efficiently
    • Provide thoughtful, strategic insight regarding customer needs and questions to management
    • Work with management to develop initiatives and policies to improve the customer experience
    • Become an expert on our product and brand and offer exceptional customer service, proactively spotting problems before the occur
    • Develop and analyze reports on customer inquiries to better serve our customers
    • Go above & beyond to help the team in various tasks, as needed

About you

    • 2-3 years experience in a similar role at a likeminded startup
    • Expert in ZenDesk, Kustomer, or other similar customer service platform
    • You are a people person and have a happy, energetic attitude
    • Enjoy working in a fast-paced and constantly-evolving environment
    • An interest working in Customer Service at a fast-growing beauty/fashion company
    • Have a calm, nurturing, and “people pleasing” demeanor
    • Believe the customer is always right!  
    • Highly detail oriented with exceptional writing skills
    • View customer service as a valuable sales tool for businesses
    • Curiosity to learn and improve the Customer Service team while working cross-functionally with various teams
    • Open to a flexible schedule with some weekend hours
If you're a passionate hustler who wants to join a fast-growing company and make your mark, we'd love to hear from you.