Customer Experience Associate

A little about us. Hey! if we haven't met, we're KraveBeauty. We're a fast-growing beauty and wellness brand based in NYC. We're a brand created by beauty influencer Liah Yoo and a team of people who are interested in making the industry more human - for our people and the planet. We aspire to be a skincare company that dares to care beyond skincare. And we are here to #PressReset on the industry norms.

Title:

Customer Experience Associate

Date:

 January 2025

Reports to:

 Ecommerce Associate

FLSA Classification:

☒ Nonexempt ☐ Exempt

Department:

Marketing 

Employment Status:

☐ Full-Time

☒ Part-Time

☐ Temporary

 

About this position:

As the Customer Experience Associate of KraveBeauty, you will be delivering a best-in-class customer experience for the KraveBeauty customers and its community. You’ll be a major voice of the brand as the main touch point for our customers resolving inquiries, troubleshooting issues, and providing guidance across various platforms including email, chat, and social media. You’ll work closely with cross-functional teams, including Marketing, Product, and Operations, to improve our services and ensure that our customers' feedback is always heard and acted upon.

Your Role & Responsibilities at KraveBeauty:

  • Provide exceptional customer support by responding to customer inquiries across email, chat and social media platforms and resolving customer issues with friendliness, empathy, and efficiency. 
  • Develop and maintain a deep understanding of our products, technology, ordering process, and shipping & logistics experience.
  • Troubleshoot common technical issues and escalate complex concerns to appropriate teams when necessary.
  • Think creatively and quickly by offering personalized solutions to customer concerns and ensure a strong interaction with customers. 
  • Document customer interactions accurately in our CRM ensuring that all cases are accurately tracked and appropriately followed up on.
  • Identify areas for process improvement, monitor trends in customer feedback, highlight recurring issues, and propose enhancements to workflows, systems, and customer experience processes.
  • Contribute to customer feedback loops by relaying customer insights to the Product and Marketing teams to drive product development and customer engagement strategies.
  • Perform other duties and responsibilities as assigned to support the team and company goals.

        What we crave from you:

        Personal traits (does this sound like you?)

        • You wholeheartedly support the vision, mission, and philosophy of KraveBeauty 
        • You are passionate about providing helpful and memorable experiences for our customers along their skincare journey
        • You are a self-starter who finds opportunity without direct supervision
        • You are detailed-oriented, and reliably see things through from start to finish 
        • You possess strong organizational, critical thinking, and problem-solving skills
        • You are full of exciting ideas and ready to bring them to the table

        Skills & Abilities:

        • 2+ years of customer service experience, preferably in a startup environment
        • Strong verbal and written communication skills 
        • Experience in a D2C brand strongly preferred
        • Experience with Shopify Plus and Gorgias / Zendesk
        • Experience with Google Workspace products

        Job Information

        • Terms of employment: Part-Time; 20-30 hours per week
        • Salary Range: $20 - $25 per hour depending on location
        • Location: NYC Preferred (in-office 2x / week), Remote considered

          Interested?

          APPLY HERE

           

          We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of KraveBeauty not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.