At Beautycounter, we pride ourselves in having a top-notch Customer Care team. They are a direct-line of support/liaison to both our Consultants and Customers; providing assistance with orders, account questions, billing, product knowledge, and product returns/exchanges. We invest in our team by providing training on product safety, product development, sales strategies and sales incentives.

As the Customer Service Director at Beautycounter, you will be responsible for overseeing our Customer Care team and all aspects of our customer service policies, objectives, and initiatives. This role requires one to develop and establish procedures and policies governing customer correspondence and the handling of customer inquiries. The successful candidate will have previous experience growing and nurturing a team to reach their full potential of capabilities. Requires a bachelor's degree with at least 10 years of experience in the field. Experience with Direct Selling model is preferred.  

Responsibilities:

• Create a strong culture/mindset of customer first, and over-deliver outcomes through clarity in vision, strategy and execution
• Provide leadership to a rapidly growing Customer Service function and create an outstanding experience for our Consultants and Customers
• Establish training and development program for Customer Service team
• Identify quality and cost metrics and manage customer service to a high level of performance
• Identify and implement tools to improve efficiency and effectiveness of Customer Service representatives
• Develop strategy to improve online customer support

 Requirements:

• College degree with 10 years overseeing customer service channels (Web, Phone, Chat)
• Strategic, customer driven thinker, capable of driving transformational change with proven ability to work across organizational boundaries while influencing leadership and key stakeholders at all levels of the organization
• Proven experience in developing and executing best in class self-help/service channels with ability to execute under tight timelines through relentless prioritization and follow through; manage multiple work streams and deliver on multiple projects effectively
• Strong interpersonal skills and demonstrated ability to work well with a diverse organization and all level of employees; and demonstrated ability to work with tech teams to deliver service product in addition to effectively delivering on the needs of both customers and the business