Beautylish Remote Customer Experience Associate

Beautylish is growing our team of skilled Remote Customer Experience Associates to deliver a remarkable experience for our skincare brand, Good Molecules. We’re seeking candidates who have a passion for high-touch customer service in the beauty industry and thrive in a fast-paced environment.
Our Remote Customer Experience Associates assist customers around the world to ensure they have an amazing and personal shopping experience. You’ll provide friendly and efficient service as you use your expertise to help customers track their shipments, verify the products that were purchased, assist with any order returns, etc. Every interaction should represent the best of Beautylish and the Good Molecules brand.
Responsibilities include:
Assist customers with all aspects of shopping and ordering:
Effectively communicate with customers over email or live chat using the ‘Beautylish voice’ to provide the highest quality and most efficient service. You can expect to resolve an average of 60-100 tickets per shift.
Use available resources and your own judgment to address customer questions and concerns regarding order status, payments, shipping, returns, product quality, etc. and follow up to ensure resolution and long-term customer satisfaction.
Provide a remarkable experience that builds customer loyalty:
Use the designated chat and email macros/templates to successfully address and resolve all inquiries with one response to ensure customer satisfaction with our response time.
Impress customers with our service level by responding quickly, anticipating and answering customer questions before they ask, ensuring follow-up if immediate resolution isn’t possible, and helping customers feel happy, secure, and supported in their shopping experience with us.
Personalize your chat and email conversations/responses with customers so that such interactions are not transactional but conversational.
Keep customers informed, engaged, and excited by sharing about new product launches, restocks, events, and promotions.
Contribute to the growth of your team and the company:
Document and report customer-facing issues (such as site navigation and functionality, order processing, and quality control) to your manager and other internal partners so we can continuously improve the Beautylish / Good Molecules experience.
Engage in team training and individual education to develop and maintain knowledge of brands, products, company policies, and effective customer service and sales techniques.

Preferred Experience & Qualifications:
Demonstrated success within the retail or customer service industries.
Good foundation of beauty industry knowledge and the ability to learn about brands, products, and application in-depth.
Experience operating in a fast-paced environment, including multi-tasking, and handling a high volume of customer inquiries with quick turnaround.
Confidence using modern business applications and software (such as Slack, Zendesk, Google Workspace, etc.) and ability to quickly learn new platforms.
The ability to think critically and independently apply training and experience to put our customers’ needs first.
Positive attitude and enthusiasm to contribute to a collaborative, goal-oriented team.

Requirements & Employment Details:
Employment Eligibility & Terms: Must have current legal work status and permanent residency in the Philippines. We will use an Employer of Record (EOR) service to provide administration of full time employment, payroll, and benefits.
Fully Remote: Employees must be able to work effectively in a remote/work-from-home environment with consistent high-speed internet access, privacy, a quiet environment suitable for work, and the ability to set up an ergonomic workspace.
Business-level Written & Verbal English Fluency: communication with customers and our team is primarily in English, with full fluency and correct spelling and grammar required. Fluency in additional languages is a plus!
Scheduling/Availability: Our team operates 7 days a week between 6am-4pm PST / 9am-7pm EST, (subject to change based on business needs). We offer consistent scheduling, but flexible availability within our operating hours is required; the schedule will include at least one weekend day. For this Remote Associate position, the after regular business hours shift would begin at either 4pm or 5pm PST. Scheduling new hire training may occur during after business hours as well.