Overview
Glossier is a people-powered beauty ecosystem, leveraging unique and engaging online and offline experiences as well as consumer participation to fuel our growth. In 10 years, we have built an iconic brand that has revolutionized how consumers, and how the industry, think of beauty. The foundational DNA of our brand is resonant across generations, timeless, and ripe for building upon. Our next step is to bring Glossier to more people in more places. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.The gTEAM Editor is a customer experience specialist supporting customers through our eComm and digital channels.
In this role, you are responsible for answering an array of questions and problems in our Tier 1 and Tier 2 support channels, with an elevated scope of complexity or sensitivity, while also assisting in specialized projects to support the customer experience function.In this full-time role, you’ll embody Glossier for our customers and engage with them on email, social media, and chat. gTEAM Editors are product experts, empathetic problem-solvers, and strong representations of Glossier’s mission, values, & voice. You’ll have the opportunity to work both independently, as part of a larger CX support team, and cross-functionally with the Glossier corporate team.
Six-Month Expectations
- Deeply understand our products and Glossier's voice
- Provide “above and beyond” customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience.
- Work through elevated questions, concerns, and problems that have a higher level of complexity or sensitivity, and can tailor solutions accordingly.
- Master our internal systems and tools in order to efficiently and effectively help our customers.
- Review and respond to sensitive questions and comments.
- Work alongside internal partners to craft appropriate solutions and responses.
Twelve+ Month Expectations
- Flex into tasks or projects to occasionally support the customer experience function as needed.
- Own projects that support the larger goals and needs of the customer experience team.
- Work cross-functionally with various departments, such as Tech, Logistics, and Communications, as needed.
Qualifications
- Successfully completed at least one cycle of the Retail Digital Editor program and in good standing in current role
- Passionate about providing a stellar customer experience with impeccable customer service skills. Can identify customer needs and tailor solutions accordingly.
- Strong interpersonal and communication skills with the ability to communicate professionally, patiently, and effectively with customers and co-workers alike.
- Excellent written communication skills, including tone, grammar, and punctuation.
- Experience in a customer-facing role.
- Comfort in working across multiple channels of communication.
- Highly detail and solution-oriented.
- Computer and technology proficient; can easily learn and use various software and social media applications.
- Self-reliant and adaptable.
- Comfortable reviewing sensitive comments, questions, and materials, and responding or following up appropriately.
- Able to work an assigned schedule of at or around 40 hours per week that falls within our operating hours, weekends, and holidays.
The Details
- Schedule: Tuesday - Saturday schedule
- Hours of operation: 9:00 AM - 5:30 PM PST (West Coast Hours)
- Shifts: Full-time, at or around 40 hours a week
- Location: Remote position
Click here to view the candidate privacy policy under FAQ's
We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws.
This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.
