Client Experience Lead

Company Description**

Since 2014, Glamsquad has been delivering on-demand beauty services through an innovative digital platform, providing professional hair, makeup, and nail styling directly at clients' homes, offices, or hotel suites. Operating in cities like New York, Los Angeles, Miami, and Chicago, Glamsquad offers services 365 days a year from the early morning until late at night. The company focuses on convenience, high-quality service, and customer satisfaction, aiming to make beauty routines simple and accessible. Join a vibrant team committed to redefining beauty experiences in the modern world.



Role Description**

This is a remote, full-time independent contractor role for a Customer Experience Lead. In this role, you will oversee daily customer service operations, manage and motivate the support team, and ensure excellent customer experiences. Responsibilities include addressing customer inquiries, resolving issues, monitoring service performance, and implementing strategies to improve customer satisfaction. You will collaborate with cross-functional teams to refine processes and consistently deliver high-quality service.



Qualifications**

1. Strong skills in customer support and customer service, with a proven ability to maintain high levels of customer satisfaction
2. Proficiency in email, phone, and SMS etiquette, with the ability to handle customer inquiries effectively
3. Experience managing a team, with excellent communication, problem-solving, and leadership skills
4. A customer-centric mindset with the ability to multitask and take a proactive approach to customer service operations, including identifying areas for improvement, ensuring timely and high-quality responses from agents through proper coaching, and optimizing processes to support smooth and efficient team operations