ApplyDescription
This position supports email and chat inquiries from the company website and social media platforms. Provide recommendations with in-depth knowledge of our products in a timely manner, escalate special inquiries to the appropriate department, and provide resolutions. We are looking for a positive team player with exceptional customer service skills, strong problem solver and organizational skills
Essential Job Functions
Customer Experience & Support Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and social media platforms (Instagram, TikTok, X, Facebook).
- Provide product education and personalized recommendations based on skin tone, color matching, and ingredient sensitivities.
- Handle escalated customer issues with empathy and tact, ensuring resolution in collaboration with Legal and Regulatory teams.
- Track and resolve shipping and delivery issues by coordinating with logistics teams and external carriers.
- Monitor and manage high-volume customer communication across multiple inboxes (General, Accessibility, ABH Pro, Counterfeit).
- Investigate and respond to sensitive complaints including allergic reactions, ingredient concerns, and product performance issues.
- Maintain up-to-date logs of complaints and resolutions per compliance requirements.
Social Platform Monitoring & Engagement
- Actively manage customer service touchpoints across Instagram, TikTok, X (Twitter), and Facebook, including order inquiries, comments, DMs, and chat support.
- Read, moderate, and respond to customer reviews on ABH.com and TikTok Shop to preserve brand integrity and enhance community engagement.
Process Ownership & Team Collaboration
- Collaborate with the customer service team to ensure timely and consistent handling of high-volume inquiries.
- Identify patterns in customer concerns to propose workflow or process improvements that enhance the overall experience.
- Support cross-functional communication by routing non-customer-service inquiries to the appropriate internal departments.
Project & Account Management
- Develop and execute short- and long-term plans to improve support operations and meet departmental goals.
- Proactively assess potential issues around product launches, peak shopping periods, or platform shifts and create mitigation plans.
- Make informed decisions when managing competing priorities or project escalations.
- Manage employee account access within Shopify — including new employee onboarding, updates, and terminations.
Requirements
- Minimum 3 years of experience working in customer service and responding to inquiries
- MS-Office Excel and Google Doc experience
- Experienced Shopify user preferred
- Gorgias
- Social Media Engagement
- Must be able to work well in a team and independently
- Must provide excellent customer care and solve unique inquiries.
- Provide punctual regular and consistent attendance
- Friendly and approachable
- Some holidays/off-hours required
Other Skills and Abilities
- Excellent communication and time management skills.
- Strong critical thinking and project management skills
- Thrive in a fast-paced, rapidly changing environment, be flexible- take on new job duties
Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting hourly rate for this position in the selected city is $25.00 - $30.00 per hour. Compensation may vary outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies, experience, and geographical location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work.
This role is bonus eligible.
