Winky Lux Hiring for Customer Experience Coordinator at Remote Full Time

Customer Experience Coordinator| Flexible Work Environment | Remote Part-Time Role

• Are you passionate about the ever-evolving world of beauty?
• Do you thrive when your work is varied, and no two days are the same?
• Do you want to work in an environment where exercising initiative is appreciated?
• Are you seeking a start-up setting where you can help create your own career path?
• Do you want to join a team that rolls up their sleeves together to accomplish goals?

Then come spark joy with us as our next Customer Experience Coordinator!

Overview

As the voice of Winky Lux, you will spark joy with our customers in every 1:1 interaction! From e-mails to live chats, to requests for color recommendations and refunds, your finger will be on the pulse of our customers’ needs and preferences. Your connection with our customer will influence their brand loyalty, buying habits and overall mood. In turn, your s about customer interactions will provide qualitative data that informs WinkyLux’s brand, business practices and future product offerings. Sound amazing?

Under general supervision of our COO, the Customer Experience Coordinator is responsible for managing the overall customer experience by bringing customer complaints and inquiries to a satisfactory, cost-effective and timely resolution to the greatest extent possible. The incumbent is responsible for email replies, live chat responses, social media comments, product review submissions and all other forms of customer communication for a wide range of content including but not limited to color recommendations, refunds, order tracking and FAQ’s. The incumbent is also expected to regularly produce s, timely bring identified trends and concerns forward, and to escalate issues to others for assistance as appropriate. In all cases, the Customer Experience Coordinator is expected to positively represent the brand, and to communicate with customers in a manner that increases brand loyalty.

What Will You Do?

• Own our customer service inbox, and respond to all inbound emails and live chats concerning order status, returns, product questions, and general customer support in a timely and friendly manner
• Shade match and make product recommendations to customers
• Monitor and respond to comments and direct messages across social platforms
• Manage one-on-one customer outreach as needed
• Compile monthly CX metrics s
• Solve problems and create macros for recurrent issues

Own our customer reviews platform:

• Review and publish pending reviews
• Respond to all brand and product reviews that come in through the winkylux.com site
• timely outstanding reviews to the team that can inform product development and marketing efforts
• Flag any concerning reviews and troubleshoot for solutions
• Compile monthly review s
• Oversee the Loyalty Program and make manual adjustments when necessary
• Review and approve receipt uploads for the loyalty program

Oversee CX for our Amazon storefront:

• Monitor and respond to customer inquiries in a timely manner

Manage all customer Orders:

• Track, adjust, and create manual orders through our fulfillment center platform
• Outreach to our shipping partners for any escalated order concerns
• Manage special-case online orders, executing cancellations, replacements, refunds, discounts, etc.
• Oversee all at-home trials, executing process updates as needed.
• Consistent communication with the Operations team concerning inventory timelines to best inform the customer about their order

Manage and oversee all returns:

• Track, monitor, and adjust order returns and refunds on our returns platform
• Oversee and aggregate customer feedback and insights with the team to improve order flow and product development

Track order issues and product insights:

• Maintain a log of product damages, missing orders, and any problems that arise
• Ideate on ways to improve the customer journey and order process
• Disseminate order, product, and fulfillment insights to the team to improve our customer experience holistically

Maintain and update FAQ database:

• Review and maintain on-site product FAQs
• Update FAQs with each new product launch and site enhancement
• Outreach to our Product Development team to answer any formula-related customer questions

What Do You Need?

• 2+ years of recent, relevant experience required; customer service and cosmetic sales experience preferred.
• Strong communication skills are required
• Proficiency in Gorgias, Yotpo, Google Drive, Slack, Shopify, Happy Returns, ShipStation, and OSC or similar systems is strongly preferred.
• Experience working in a remote role is preferred.

What Else?

• A candidate with a true love for all things beauty.
• Someone who is self-motivated has high energy and an entrepreneurial mindset that can easily function in a small, collaborative team.
• A Customer Experience Coordinator who approaches each day with how to bring joy to you, your team, and the consumer.
• A candidate that is comfortable jumping right in, taking initiative, and owning your piece of the business. Don’t be shy, we are all here to support you!
• A Customer Experience Coordinator who offers ideas; Winky Lux prides itself on innovation, the brand will look to you to bring new ideas from inside and outside our industry!

What Will You Get?

Winky Lux offers an amazing work culture, a focus on sustainability, competitive compensation, a remote work life, and employee discounts on Winky Lux products!

About Us

Winky Lux is a clean makeup and skincare brand that adds a touch of joy to your world.

Luxurious, yet accessible, we offer a range of innovative, high-quality beauty formulations with clean and kind ingredients designed to merge science with sass.

Our goal is to develop thoughtfully manufactured, cruelty-free products that can be tools for self-care, and creative expression, and spark joy through sensorial moments.

Winky Lux is an Equal Opportunity Employer.