Member Happiness Assistant

We’re Beauty Pie. We’re the world’s first luxury beauty and wellness buyers’ club. And we’re disrupting the beauty industry, one face cream at a time.

Before we arrived on the scene, if you wanted really great beauty products, you had to shop at traditional beauty retail - and overpay for all the crazy markups. Now, our members have access to shop from the best-quality beauty and wellness products (from the leading labs in France, Switzerland, Italy, Germany, Japan, Korea, etc) and get a bigger piece of the Beauty Pie.

So, what will you be doing?

This is an incredibly exciting opportunity to join our Member Happiness team. On a day to day basis, you will be responsible for:

• Having a Customer Obsessed approach to assisting both our members and potential members.
• Responsible for supporting our members via all channels, including but not limited to Webform, Email, Social, and Chat via Zendesk.
• Assisting with pre and post purchase needs, such as providing product knowledge, deliveries, returns, and membership queries.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Effectively prioritising inbound contact when needed, but has an ability to multitask with other projects when time allows.
• Consistently advocating for our customers, being the voice of our customer to the business, feeding back both positive and negative sentiment and customer facing issues.
• Understanding and utilising our systems effectively to assist customers with their queries quickly and give accurate feedback to the business.
• Works closely with team leads to understand what is needed by the department, and pivot as needed.
• Showcasing an exceptional level of product knowledge in order to advise and upsell to customers.
• Supporting other members of the team with queries and questions, showcasing an All for one, one for all attitude.
  
  

We believe it's all about mindset, great skills and attitude and a fantastic work ethic being key. If you’re aligned to our values, excited about the opportunity, and you’re really good at what you do (even if you don’t tick all the boxes) apply anyway!

• Be naturally Customer Obsessed, keeping customers top of mind at all times.
• Have great communication skills, computer literate, Zendesk experience would be an advantage.
• Has previous experience in a customer service role within a scale up business or a large contact centre. Understands metrics and goals to work towards such as CSAT, tickets solved and average handling time.
• Previous skincare and make-up experience will be an advantage.
• Has an ability to multitask successfully and thrives in a fast paced environment.
• System knowledge desirable, Zendesk, CommerceTools, Netsuite, Asana, Slack.
• Flexibility to work a shift pattern across Monday - Sunday and bank holidays.
• The stated experience and background is a guide and does not preclude applications from candidates with more or less experience, provided the requisite skills can be demonstrated.
  
  

What makes someone ‘Beauty Pie’?

Our culture is our DNA. It defines who we are, how we operate and how we hire. And it all springs from our values, which are very important to us:

• Bring Your ‘A’ Game: Take ownership & accountability. Make sh*t happen. Grow. Support. Evolve. Invent. Be open-minded.
• Be Intelligently Rebellious: Challenge the status quo. Push boundaries. Embrace change. Think BIG.
• Be Customer Obsessed: Listen & learn. Take ownership. Act fast. Be humble & empathetic. Build & keep trust. Be grateful for feedback.
• It’s All For One (& One For All): Take advantage of collective intelligence. Act with integrity. Support & challenge. Embrace individuality. Do right by our company, our members, our colleagues & our environment.
  
  

We’re committed to diversity & inclusion

As a business that’s based on fairness and self-worth, our commitment to inclusivity runs through the heart of everything we do. We believe that innovation and creativity come from having a diverse workforce, and are committed to building teams with unique identities, from different backgrounds and with individual perspectives.

A bit about our ways of working

We thrive on a high-performance culture where action drives results. At Beauty Pie, we trust our teams to take ownership, move fast, and get the job done.

We operate on a hybrid model, with a minimum of three days in the office each week— with some roles requiring more which will be outlined in the job spec.

Your piece of the Beauty Pie:

Life & Balance

• Free Membership to Beauty Pie + discount off our products.
• 25 days holiday & your birthday off / 22 vacation days for the US team.
• Flexible bank holidays.
• Equal leave for all new parents regardless of gender or personal circumstances.
  
  

Health & Wellbeing

• Private Medical Insurance.
• Menopause support.
• £2,500 / $2,500 to spend on your fertility journey after 2 years service.
• 10 therapy sessions through AXA PPP.
  
  

So, what are you waiting for? Apply now for a chance to be part of an inspirational, international and talented team.

Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership.

Please let us know if you require reasonable adjustments at any point during the application and/or recruitment process.