Who We Are
Thrive Causemetics is Bigger Than Beauty™: We are an independent, female-owned beauty brand that creates high-performance vegan cosmetics and supports a community of giving.
All of Thrive Causemetics’ products are free of parabens and sulfates, in addition to being 100 percent cruelty-free.
Through its Bigger Than Beauty™ program, every product you purchase results in a donation to help a woman thrive.
Thrive Causemetics is dedicated to fostering a collaborative and cross-functional workplace where everyone’s voice matters.
We are committed to being pioneers in creating a culture of wellness.
Together, we prioritize a strong work ethic while maintaining a positive, exciting environment where people are passionate about what they do.
Who We Are Looking For
Thrive Causemetics is on the hunt for an empathetic, people-obsessed Customer Experience Manager who will join our Los Angeles office and shape the future of our Customer Experience team.
This critical role will set priorities for our Beauty Advisor team, help design processes and procedures, and manage projects that enable our team to consistently delight, support, and exceed customer expectations.
Between CX and People Operations, this role will be key to creating an engaging work environment for our CX team, manage the day-to-day operations of the CX team, and responsible for ensuring all communications are handled accurately, timely, and effectively.
This role will work closely with Marketing, CRM, and Product teams to improve the customer journey and engage audiences to the fullest.
This position will report directly to our Customer Experience Director and success will be measured by exceeding support standards and driving team performance.
Remote work is available for this position.
Core Responsibilities
Manage a team of Customer Experience Team Leads and Advisors by assigning deliverables, monitoring contacts for accuracy and alignment to company values and policies.
Provide vision and clarity to your direct reports to ensure they’re prioritizing projects and responsibilities to meet team goals.
Provide cross-functional support for teams such as Marketing, Technology, Operations, and Product Development.
Be an available team resource via Slack, email, phone, and other communication tools.
Check-in regularly with individuals and teammates to have a strong pulse on the team engagement and foster a productive and highly engaged team.
Field questions from the team and customers, recommend best practices to address concerns, and juggle a variety of competing priorities with ease.
Lead the charge on hiring for your team—and make sure that Thrive Causemetics is consistently hitting hiring and employee retention goals for Customer Experience.
Assist in onboarding and training of new CX Beauty Advisors.
Build out career paths for all levels of Customer Experience team members.
Work with Team Leads to regularly monitor phone, email, and live chat volume to ensure the team is delivering incredible experiences by meeting quality + metric goals, and channel service levels.
Analyze the performance of the Customer Experience team and provide feedback to Team Leads.
Review and act on feedback provided by team members for a wide range of subject matters to ensure that the voice of the customer and employees is heard across the organization.
Lead team meetings and facilitate feedback discussions.
Work closely with our CX Operations team to recommend and monitor upcoming system improvements based on the team’s feedback.
Be a role model for treating others the way they’d like to be treated.
Experience Necessary
At least 3-4 years as a Lead or Manager in CS/CX environment, minimum of 2 years management experience managing small to large teams.
Experience and aptitude count.
Excellent and effective communication skills (written, verbal, presentation) as well as management skills to clearly convey a team vision and motivate individuals and teams to take action.
Proven experience in a high-volume, high-stakes customer service function.
Strong track record of managing multiple customer service operations including process, systems, product education, training and quality, and experience with ERP and CRM.
An energetic, empathetic, and effective manager with the desire to cultivate leadership and performance.
An organizational wizard who has no problem tackling multiple job tasks at any given time.
Experienced at collaborating across departments and leading projects, teams, and initiatives to achieve goals.
Knowledge of industry best practices, process/procedures, team building, technologies, and systems.
Nice To Have
Bonus points for previous experience in early stage high growth e-commerce startup or direct-to-consumer CPG.
Strong knowledge of Thrive Causemetics products and a passion for the beauty industry.
Passion for social impact, an ethos for giving back, and eagerness to join a mission-driven company.
Why Thrive Causemetics?
Robust compensation package
401k & up to 4% company match
Comprehensive medical, vision, and dental benefits
50k Life Insurance Policy at no cost
Employee Assistance Program
Diversity, Equity, & Inclusion training
Employee discount
Health & Wellness Workshops
Remote team get togethers and opportunities to participate at company Giving events
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Thrive Causemetics is proud to be an Equal Employment Opportunity and Affirmative Action employer.
We do not discriminate with regards to race, color, religion, national origin, gender identity, gender expression, sex, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), gender expression, pregnancy (including childbirth or related medical conditions), age, marital status, military and veteran status, status as an individual with a disability (physical and/or mental), and any other characteristic protected by applicable law.
Job Type: Full-time
Pay: $34,481.00
– $73,948.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Education:
Bachelor’s (Preferred)
Experience:
Microsoft Office: 1 year (Preferred)
Customer Service: 1 year (Preferred)
Work Location:
One location
Work Remotely:
Temporarily due to COVID-19