OUAI is a rapidly growing prestige brand that reflects founder Jen Atkin's simple philosophy – “Life is hard. Looking good should be easy.” Our product line-up categories include hair care, body care, fragrances and supplements. OUAI products are sold domestically at key retailers such as ULTA, Sephora, Target and Kohl's, as well as online at the company website and Amazon. Our products are also sold internationally.

The Customer Experience Team is part of our Digital department and the front line of support to ensure customer satisfaction with OUAI's products, ordering process, overall brand experience, and other customer needs related to the brand. Reporting to the Customer Experience Manager, the Customer Experience Specialist provides information, answers questions, and responds to customer and product concerns. This role provides empathy-led best in class service via email, text messaging, and live chat, leveraging the ZenDesk ticketing system and other platforms to identify trends and areas of opportunity to improve the customer experience. Daily interactions with customers may include assistance with styling, ecommerce order inquiries, product suggestions, product recommendations, and hair concerns.

WHAT YOU'LL DO:

• Provide key customer support by promptly responding to customer inquiries via email, messaging, live-chat, etc.
• Maintain an in-depth knowledge of OUAI's brand, culture, products and policies.
• Leverage data to identify opportunities that positively impact the customer experience.
• Drive and successfully manage cross-functional projects end-to-end. Projects may include things like amplifying brand messaging and voice within the Customer Help Center or driving AI/Chat-bot implementation.
• Create, edit and manage Macros in ZenDesk to increase Customer Experience team efficiency, provide faster response times, and include the unique brand tone. 
• Create and manage Help Center Articles within Zendesk Knowledge Base to support customer self-servicing and internal team education.
• Provide follow-up solutions with customers that leave negative NPS, CSAT, and Reviews.
• Maintain detailed records of customer interactions and internal information related to each ticket, ensuring extra attention in maintaining quality logs and following SOP.
• Liaise with warehouses and shipping providers to submit claims for missing/damaged packages
• Provide feedback and escalate issues to the broader Digital department.

WHAT YOU'LL BRING:

• 3+ years' experience in a customer-centric role, ideally with E-commerce service experience and direct-to-consumer with physical products.
• Knowledgeable and experienced in multiple Customer Management Platforms including Zendesk and Shopify preferred.
• Proactive and solution-oriented problem solver who can complete cross-functional tasks from start to finish.
• Able to multi-task and manage time and projects across multiple customer channels.
• Passion for customer service and drive to create lasting experiences that are beyond customer expectations.
• A good listener, resourceful, self-starter, with a genuine curiosity and interest in people.
• Attention to detail and following SOP to document customer interactions are important to you.
• Excellent written and verbal communication skills, able to communicate in brand tone.
• Strong analytical skills with the ability to spot trends and leverage insights.
• Desire to work in and promote a positive, team-oriented, collaborative, and inclusive environment.

OUAI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to ancestry, race, creed, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.