About Heyday At Heyday, we are expert skincare every day that empowers everyone to be their best self. Before Heyday opened in 2015, we were curious why it was so challenging for consumers to look after their skin with the right routine of services and products and expert esthetician advice. Skincare is the number one daily routine behind food and there's no trusted brand in the category. This is an exciting opportunity to join a fast-growing and energetic team that will work together to deliver creative solutions to a $100bn online category that desperately needs to be disrupted. We're looking for talented problem solvers who lead with passion, drive continuous results, foster a growth mindset, and collaborate effectively. Oh, and the word Heyday... it means the period of your life when you're at your prime. We believe every day should be your Heyday - we happen to start with skin. About the Role Heyday is looking for a full-time Customer Experience (CX) Coordinator to act as the voice of Heyday and respond to inbound customer questions and feedback, related, but not limited, to appointment scheduling, membership questions, and online order logistics. You will act as a liaison between the Heyday client, our Shop Teams, and the Support Office. The day-to-day of this role will evolve as the company and team grows. This is a remote full time role. Weekday, weekend and occasional holiday support is required. What You'll Do
- Act as the voice of Heyday while responding to and resolving client questions and feedback
- Document and report on customer feedback trends, both the positive and negative
- Customer communication is primarily via email with the opportunity to expand to text, chat, phone, social media, Google reviews, and Yelp reviews and questions
- Stay up to date on all product, software, & service updates at Heyday
- Oversee all customer issues with ecommerce, including (but not limited to) lost packages, product dissatisfaction, and out of stock products
- Ad hoc projects to grow your skills and development
- This is a remote full-time role, with both weekday and weekend hours, and the potential for holiday coverage
The Ideal Candidate
- Previous experience in a customer service role preferred
- College degree preferred
- Experience working with a Customer Relationship Management (CRM) platform (Kustomer, Zendesk, etc.) preferred
- Ability to flex priorities in a fast-paced work environment
- You demonstrate good judgment in making decisions that are best for the customer within the bounds of company policy
- You're a self-starter who learns quickly and enjoys a fast paced environment
- High attention to detail and organization
- Exceptional verbal and written communication skills
- You thrive in a team environment and love communicating across functions
- You're interested in skincare, self-care, and wellness. You don't have to be a guru, but passion for the category and an understanding of the customer mindset around skincare and self-care.
This is a remote position. Compensation: $20.00 - $21.00 per hour