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Simplifying curly hair care

Customer Support Representative: e-Commerce Hair Care Brand

$35k – $36k
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About Us:

One of the fastest-growing DTC (direct-to-consumer) beauty brands in North America. Backed by Y Combinator, Sound Ventures (Ashton Kutcher) and other well-known venture companies. We manufacture and sell hair care products and accessories for people with wavy and curly hair.

About You:

You are passionate about customer service and have genuine empathy for others. You are capable of independent, autonomous work whether you’re at home or in the office. Though you are a superstar individual contributor, you have a strong collaborative spirit and enjoy supporting a team. You have impeccable grammar, spelling, and overall written communication skills and are able to adapt them to different mediums (we support customers via email and social media). You are resourceful and go beyond template responses to provide individualized customer experiences. You have a demonstrable ability to remain calm under pressure and have a sincere desire to help in even the most challenging situations. You appreciate that customer service is a high-potential and growth-oriented role.

Additionally, you LOVE all things hair care, and especially curly hair care -- you will be talking about curly hair struggles and correct use of our products all day! Extra points if you share a hair story in your cover letter!

About Your Role:

  • Comfortable with a variety of shifts, including evenings (until 11pm EST) and weekends (note: evening and weekend shifts are a work-from-home opportunity)
  • Bonus if you are interested in additional hours and shifts, as this may evolve into a full-time role in the future
  • Must be located within the GTA or able to commute to a downtown Toronto office 1-2 times per week, if needed
  • Bonus if you have experience with Zendesk, Sprout, Shopify and/or other enterprise customer support tools and platforms
  • Hourly wage starting at $17 per hour

Outcomes of Your Role:

  • Maintain our desired SLA/response time; address all customer requests completely and with care
  • Learn, internalize, and articulate LUS policies and procedures
  • Advise, educate, and support customers to help them get the most out of their LUS products and love their hair
  • An aptitude for problem-solving, effectively and efficiently understanding customer needs whether they're personal (hair support) or logistical (order support)
  • Identify and take advantage of opportunities to offer additional products, without coming off as “sales-y”
  • Make suggestions and offer feedback to improve the overall customer support function

We Expect You to Accomplish These Outcomes by:

  • Communicating and following through on customer issues in a consistent manner
  • Tactfully supporting customers under pressure
  • Practicing exceptional verbal and written communication skills
  • Practicing excellent organizational skills
  • Understanding why support is a key contributor to a customer's happiness and likelihood of repurchase

Please read the job description carefully and apply only if qualified. Cover letter is mandatory; applications submitted without a cover letter will NOT be considered

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