🛠 Tech Stack

💼 About This Role

You'll lead the Customer Experience team for a mission-driven beauty brand, guiding operations and innovation. Your impact includes scaling service excellence with AI and automation tools to enhance resolution speed. You'll champion a beauty-first culture while fostering team development.

🎯 What You'll Do

• Lead and develop a team of customer support specialists and beauty advisors
• Implement AI and automation tools to improve ticket handling and resolution speed
• Design omnichannel service strategy for ecommerce, retail, and social commerce
• Collaborate cross-functionally to embed customer voice into company strategy

📋 Requirements

• 10+ years of CX leadership in scaling DTC or omnichannel retail
• 5+ years of team management with hybrid or distributed teams
• Deep beauty industry knowledge and passion for products
• Experience with Zendesk and complementary CX platforms

✨ Nice to Have

• Proven ability to translate beauty storytelling into customer experiences
• Experience with loyalty, reviews, returns, and service automation tools

🎁 Benefits & Perks

• 🏖️ Flexible PTO
• 💰 Competitive compensation
• 🏥 Health insurance
• 📈 Equity opportunities
• 🎓 Professional development

🚩 Heads Up

• On-site 5 days/week required
• Broad scope may dilute focus