Customer Happiness Associate Jobs

Company Overview:

Sugardoh is a dynamic and rapidly growing body hair care company specializing in at-home sugaring kits for hair removal. We’re nationwide at Ulta and continuing to grow our retail presence in addition to our online store. If you love Sugardoh’s product, educating and engaging with a community, and collaborating cross-functionally to enhance the customer experience, this is the perfect opportunity for you to showcase your skills and contribute to Sugardoh's success. We are a small but mighty team that values collaboration, transparency, and sustainability.

Role Overview:

We are looking for a Customer Happiness Manager with experience in customer support and community management in the beauty/personal care space. This person is a self-starter with a proactive mindset, who can work independently and as part of a team. This role will be managing Sugardoh’s engagement on social media, handling customer support requests, engaging with our community, and educating our audience through DMs, comments, and content on Sugardoh’s multiple social platforms. You are the voice of the customer and we will rely on you to initiate positive changes to customer experiences with Sugardoh.

Position: Customer Happiness Associate

Location: Remote, Austin, TX -Preferred

Employment Type: Full-time

Job Responsibilities:

Respond promptly to customer support requests regarding returns, refunds, and exchanges via various communication channels (phone, email, chat, social media) and provide accurate and helpful information about our products, usage, and availability.

Build and maintain a comprehensive understanding of sugaring and Sugardoh products - you will be the Sugardoh pro for our customers! Stay updated on new product launches, promotions, and industry trends to better assist customers and offer informed recommendations.

Act as a community assistant on social media by engaging with followers, responding to comments and messages promptly, and fostering meaningful connections with our online community.

Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, subscription renewal likelihood, adoption, consumption, and customer engagement.

Brainstorm with the marketing team to conceptualize and execute engaging campaigns for customer retention.

Manage day-to-day aspects of community-oriented programs like influencer programs.

Participate in product development and marketing strategic calls to provide insights that have been learned from working with customers.

Requirements:

Proven work experience as a Customer Support Specialist, Social Media Manager, or similar customer-facing role, preferably in the personal care or beauty industry.

Proficiency in using customer support tools and CRM software to manage customer interactions and maintain record. Experience with Gorgias is a plus.

Excellent verbal and written communication skills to craft engaging content and to interact with customers.

Ability to foster social media communities.

Understanding of marketing strategies and how different types of campaigns cater to the consumer to grab their attention.

Strong problem-solving skills and a customer-first mindset.

For this role, Sugardoh is proud to offer the following compensation and benefits to our full-time team members:

$45-55k / year salary

3 weeks Paid Time Off + Federal Holidays

Remote Work

Health Insurance

Vision Insurance

Dental Insurance

Paid Vacation