Member Happiness Assistant - Fixed Term Contract

About Beauty Pie

Beauty Pie is disrupting the luxury beauty market by offering access to premium skincare, makeup, and more without the excessive markups common among high-end brands. Partnering with world-leading labs, they ensure members get extraordinary products at fair prices.

Role Overview

We are seeking a Member Happiness Assistant for a fixed term contract until January 2027 to join our Member Happiness team based in London. This position involves multi-channel support for members, maintaining a customer-obsessed mindset, and delivering outstanding service in a fast-paced environment.

Key Responsibilities

• Provide dedicated support to existing and prospective members using multiple communication channels such as Webform, Email, and Chat (via Gorgias).
• Handle pre- and post-purchase inquiries including delivery status, returns, and membership questions.
• Take full ownership of each customer's journey by anticipating needs and providing personalized solutions to resolve issues.
• Utilize internal systems efficiently to respond to customer questions accurately and promptly.
• Collaborate closely with team leads to adapt to departmental priorities and changes as needed.

Required Skills and Experience

• Strong customer focus, prioritizing customer satisfaction at all times.
• Excellent communication abilities and proficiency with computer systems; prior experience with Gorgias is beneficial.
• Experience in customer service roles within fast-growing companies or large contact centers.
• Familiarity with key performance indicators like CSAT, ticket resolution, and average handling time.
• Knowledge of skincare and makeup products is a plus.
• Ability to multitask effectively and thrive under pressure in a dynamic work environment.
• Understanding and experience with platforms such as Shopify, CommerceTools, Netsuite, Asana, and Slack is desirable.
• Availability to work varied shifts including weekdays, weekends, and bank holidays.

Company Culture and Values

• Strive for excellence and continuous growth in transforming the beauty industry.
• Encourage bold, creative problem-solving and challenge traditional norms thoughtfully.
• Operate with urgency, making smart decisions and learning through action.
• Commit to customer obsession, ensuring all decisions deliver exceptional value and experiences.
• Foster teamwork based on trust, integrity, and collaboration for collective success.

Work Environment

Beauty Pie embraces a hybrid working model requiring a minimum of three days on-site per week to promote collaboration and team momentum. Presence and engagement in the office are vital, though some flexibility is provided depending on role needs.

Benefits

• Complimentary Beauty Pie+ membership with 30% product discount.
• Employee stock options (Pieshares) for all team members.
• 25 days paid holiday plus your birthday off.
• Flexible bank holiday arrangements.
• Equal parental leave regardless of gender or circumstances.
• Private medical insurance coverage.
• Menopause support initiatives.
• Financial support up to £2,500/$2,500 for fertility treatments after two years of service.
• Access to 10 therapy sessions via AXA PPP.
• Mental health support through Spill platform.

Equal Opportunity and Accessibility

Beauty Pie is committed to providing a discrimination-free workplace and ensures equal employment opportunities across all demographics. Reasonable adjustments are available throughout the recruitment process upon request.