Member Happiness Assistant

We’re Beauty Pie. We’re the world’s first luxury beauty and wellness buyers’ club, disrupting the beauty industry. Our members have access to shop from the best-quality beauty and wellness products and get a bigger piece of the Beauty Pie.

This is an incredibly exciting opportunity to join our Member Happiness team. On a day-to-day basis, you will be responsible for:

• Having a Customer Obsessed approach to assisting both our members and potential members.
• Supporting our members via all channels, including but not limited to Webform, Email, Social, and Chat via Zendesk.
• Assisting with pre and post-purchase needs, such as providing product knowledge, deliveries, returns, and membership queries.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Effectively prioritising inbound contact when needed, while multitasking with other projects when time allows.
• Consistently advocating for our customers, being the voice of our customer to the business, feeding back both positive and negative sentiment and customer-facing issues.
• Understanding and utilising our systems effectively to assist customers with their queries quickly and give accurate feedback to the business.
• Working closely with team leads to understand what is needed by the department, and pivot as needed.
• Showcasing an exceptional level of product knowledge in order to advise and upsell to customers.
• Supporting other members of the team with queries and questions, showcasing an All for one, one for all attitude.

We believe it's all about mindset, great skills and attitude, and a fantastic work ethic being key. If you’re aligned to our values, excited about the opportunity, and you’re really good at what you do (even if you don’t tick all the boxes) apply anyway!

• Be naturally Customer Obsessed, keeping customers top of mind at all times.
• Have great communication skills, computer literate; Zendesk experience would be an advantage.
• Have previous experience in a customer service role within a scale-up business or a large contact centre.
• Understand metrics and goals to work towards such as CSAT, tickets solved, and average handling time.
• Previous skincare and make-up experience will be an advantage.
• Have an ability to multitask successfully and thrive in a fast-paced environment.
• System knowledge desirable: Zendesk, CommerceTools, Netsuite, Asana, Slack.
• Flexibility to work a shift pattern across Monday - Sunday and bank holidays.

The stated experience and background is a guide and does not preclude applications from candidates with more or less experience, provided the requisite skills can be demonstrated.

What makes someone ‘Beauty Pie’? Our culture is our DNA. It defines who we are, how we operate and how we hire. It all springs from our values:

• Bring Your ‘A’ Game: Take ownership & accountability. Make things happen. Grow. Support. Evolve. Invent. Be open-minded.
• Be Intelligently Rebellious: Challenge the status quo. Push boundaries. Embrace change. Think BIG.
• Be Customer Obsessed: Listen & learn. Take ownership. Act fast. Be humble & empathetic. Build & keep trust. Be grateful for feedback.
• It’s All For One (& One For All): Take advantage of collective intelligence. Act with integrity. Support & challenge. Embrace individuality. Do right by our company, our members, our colleagues & our environment.

We’re committed to diversity & inclusion. As a business that’s based on fairness and self-worth, our commitment to inclusivity runs through the heart of everything we do. We believe that innovation and creativity come from having a diverse workforce, and are committed to building teams with unique identities, from different backgrounds and with individual perspectives.

We’ve got a long way to go, but here’s how we’re doing as of June 2024:

• Employees who identify as female: 68%
• Employees from minority ethnic backgrounds: 28%
• Employees who identify as living with a disability: 10%
• Employees who identify as female in our Product Engineering teams: 32%
• Employees who identify as LGBTQIA+: 13%

A bit about our ways of working: We thrive on a high-performance culture where action drives results. At Beauty Pie, we trust our teams to take ownership, move fast, and get the job done.

We operate on a hybrid model, with a minimum of three days in the office each week— with some roles requiring more which will be outlined in the job spec. This structure fosters collaboration, maintains momentum, and strengthens our team environment while allowing some flexibility based on job responsibilities and business needs. In-person connection is essential to how we work, and we expect teams to be present and engaged. We encourage open discussions during the interview process to align expectations for the role you are applying for.

Your piece of the Beauty Pie:

• Free Membership to Beauty Pie + discount off our products.
• 25 days holiday & your birthday off / 22 vacation days for the US team.
• Flexible bank holidays.
• Equal leave for all new parents regardless of gender or personal circumstances.

Health & Wellbeing:

• Private Medical Insurance.
• Menopause support.
• £2,500 / $2,500 to spend on your fertility journey after 2 years service.
• 10 therapy sessions through AXA PPP.

So, what are you waiting for? Apply now for a chance to be part of an inspirational, international and talented team.

Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership. Please let us know if you require reasonable adjustments at any point during the application and/or recruitment process.