Part Time Customer Experience Manager

Cellcomset, a global luxury, Swiss skincare brand, building out our US subsidiary and seeking an experienced PT CX Manager with a roll-up-your-sleeves attitude to join our growing team. We are looking for someone who can engage with customers and think critically to help them find the right products, facilitate orders, and deliver a great customer experience. Our ideal candidate has experience in beauty or luxury, is organized, approachable, and is a self-starter.

This is a great opportunity to get involved in the early stages of our CX and social care services and take on a key role within our organization.

We are looking for a candidate who is a "people person", with a knack for troubleshooting and creative problem-solving on the fly. As a growing brand, change is expected, so this team member will also need to easily adapt and embrace change. As the owner of every customer’s engagement, this individual is taking full responsibility for this crucial area of our brand. They’ll have the freedom to create processes and schedules, establish workflows and develop best practices that provide exceptional experiences for every Cellcosmet customer. This person must have a scrappy yet organized mindset, and have a boundless curiosity to learn and grow.

KEY RESPONSIBILITIES

• Assist with placement of orders, returns, and mailing of samples
• Manage elements of order transactions and fulfillment for B2C and B2B channels.
• Create weekly reports and insights on metrics and customer experiences
• Share insights with cross-functional teams including web, operations, creative, and brand marketing to continually improve all aspects of our customer's journey and offerings
• Lead our customer experience on multiple channels, including chat, email, SMS, phone, reviews, and social (but not all at the start).
• Leave every customer feeling valued, and excited to come back to the shop, connect, learn, and get help.
• Assist in the development/implementation of new systems and processes that ensure our customer experience scales with our rapidly growing business
• Work closely with operations on order fulfillment, returns, cancellations, faulty products, etc.
• Help to establish a best-in-class Customer Care experience for a luxury skincare brand.
• Help to set schedules for CX operating hours

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree or equivalent
• Positive attitude with a passion for delighting customers; You obsess over customers, and metrics are data-driven
• Self-starter who embraces change
• Platform experience: Gorgias, Shopify, Social Platforms, Google Suite of Apps
• Empathetic, and a natural problem solver
• Superior organizational and communication skills
• Proficiency in using computers, both for data entry, as well as for rapid navigation through systems and the internet to search for information to help support customers
• 2-4+ years of experience working in customer experience at a direct-to-consumer eCommerce brand (beauty is a big plus)

COMPENSATION

This is a part-time role to start, with a commitment of approximately 20 hours per week. We expect strong growth over the next 6 months with opportunities for increased hours or full-time. Competitive compensation is to be negotiated commensurate with experience.