Customer Experience Coordinator (PT-Remote)

OUAI is a rapidly growing prestige brand reflecting Founder Jen Atkin’s simple philosophy – “Life is hard. Looking good should be easy.” Our product categories include hair care, body care, fragrances, supplements and merch. OUAI products are sold globally and can be found at key retailers including ULTA, Sephora, Target and Kohl’s, as well as online at our flagship site (www.theouai.com) and Amazon.

What’s it like to work here?

Our culture is driven by our brand ethos (fun, purposeful and approachable) and our 5 Culture Codes. (1.) We Aren’t Afraid to Go First. (2.) We Don’t Compete, We Collaborate. (3.) We Ask Questions to Find the Best Answers. (4.) We Keep it Real, No Matter What. (5.) We Work Hard and Live Well.

Our flexible trust-based culture is rooted in respect, empathy and compassion and is driven by employees who love doing great work and care deeply about the brand and each other.

The Role?

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 Coordinator provides top-quality, community-first support while responding to customer ordering and product questions. This role provides empathy-led, best in class service via email, text messaging, and messaging, leveraging the Zendesk ticketing system and other platforms for customer communications. Daily interactions with customers may include assistance with styling, ecommerce order inquiries, shipping questions, product suggestions, product recommendations, and hair concerns via email and website messaging. 

Requirements

What You'll Do:

• Provide key customer support by promptly responding to inquiries primarily through website email, text messaging, and messaging.
• Create and edit macros in Zendesk to enhance the Customer Experience team's efficiency, improve response times, and incorporate the unique brand tone.
• Suggest and assist in editing Help Center articles within the Zendesk Knowledge Base to support customer self-service and internal team education.
• Provide follow-up solutions for customers who leave negative reviews and low CSAT scores.
• Maintain detailed records of customer interactions and internal information related to each ticket, ensuring high-quality logs and adherence to SOP.
• Liaise with warehouses and shipping providers to submit claims for missing or damaged packages.
• Provide feedback and escalate issues to the Customer Experience Manager.
• Maintain an in-depth knowledge of OUAI’s brand, culture, products, and policies.
• This is a part-time, fully remote position scheduled for M-F daytime hours, with occasional work on company holidays.
• 20-25 hours per week

What You'll Bring:

• 1+ years of experience in a customer-centric role, ideally with eCommerce service experience and direct-to-consumer with physical products.
• Knowledgeable and experienced with multiple Customer Management Platforms, including Zendesk and Shopify (preferred).
• Experience working and communicating remotely. Able to multitask and manage time and conversations across various customer channels.
• Passionate about customer service with a drive to create exceptional, memorable experiences.
• A good listener, resourceful, and a self-starter with genuine curiosity and interest in people.
• Detail-oriented with a commitment to following SOP for documenting customer interactions.
• Excellent written and verbal communication skills, with the ability to communicate in the brand tone.
• Experience with live chat communications with customers.
• Desire to work in and promote a positive, team-oriented, collaborative, and inclusive environment.

Benefits

Immigration Sponsorship is not available for this role. OUAI does not sponsor candidates for non-immigrant visas or permanent residency except in some areas that in OUAI’s sole discretion require highly specialized backgrounds.