Customer Experience, Intern

About Yours

We are a startup that’s on a mission to build high-quality personalised skincare products.

‘We start with you’ that’s the motto we want to embody. Given that our user begins by telling us about themselves, we’re putting the user in the front and center. We want our users to have the same feeling, happiness, and satisfaction that one gets while getting a custom dress/suit done from a top designer. It’s that sense of confirmation from the very start that the suit is going to fit, it’s going to work, and it's going to look great!

We want to present that it’s ‘about you’, that it’s about personalisation, it’s about finally getting something that would work. We’re reimagining how skincare and cosmetics companies have worked so far, and dropping their working models - ‘one-size-fits-all’ and ‘buy off-the-shelf’. At the cost of sounding repetitive, through our products we want that our users should feel happy, should feel they’re holding something premium, and something made for them.

About the Role

We have seen astronomical order growth in a short period of time - it is up to the Customer Experience Lead to work closely with other members of our CE team - as well as our Operations and Fulfillment team - to ensure our support services are scaling along with our orders, while maintaining the personal touch our brand has been lauded for. The ideal candidate would be a people-focused, systems-level thinker that is a builder at heart - and loves skincare!

If you're looking for a high-growth, customer-focused role in an exciting and growing space, this position is for you!

Key Accountabilities

• End-to-end Customer Service ticket management
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Development of standard responses and escalation protocol - and then recording these in a standard-use CE playbook
• Multi-platform management - ensuring all CE platforms used are kept tidy and efficient
• Producing regular reports on our standard CE metrics to ensure we are meeting our SLAs
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Identify opportunities to enhance internal operations processes by gathering customer interactions data and using it to analyse which processes can be improved.

Required Education and Experience

• 1-2 years in a Customer Service or Sales capacity
• High School Diploma or Equivalent, preferred
• Skincare knowledge preferred
• Comfortable working in a fast-paced, ambiguous and oft-changing environment
• Stakeholder management experience
• Data reporting experience preferred

Diversity Statement

Yours is committed to creating a diverse, equitable and inclusive workplace - we are proud to be an equal opportunity employer! Every application will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, creed or any other beautiful characteristics that make us all unique and interesting.