Customer Operations Specialist

Birchbox is beauty made easy. Founded in 2010, we redefined the way people shop for beauty and grooming by pairing a monthly delivery of personalized samples with original content and a robust e-commerce shop. We partner with the best brands in the industry, from mainstream favorites to niche up-and-comers, and use a proprietary algorithm to send the right products to the right people, based on their profiles and preferences.

We are looking for an innately empathetic, positive Customer Operations Specialist to connect with our customers - answering questions, resolving issues, and making personalized product recommendations. Our Specialists don’t use scripted responses because each customer is unique and deserves a personalized interaction. Our Customer Operations Specialists are the heart of our business and have a major impact on our continued success. This is a role with clearly defined tasks on a collaborative team with supportive managers.

• Act as the voice of Birchbox, spending your days on the front lines servicing our customers
• Correspond with customers across several channels, including chat, phone, email, and social media
• Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions
• Ensure all customer interactions follow PCI Compliance and Personal Information Management policies and guidelines
• Consistently deliver personalized service while meeting quality and productivity goals
• Share customer feedback and information with other team members in order to continuously improve and evolve the customer experience
• Contribute to a positive, energetic team culture

• BA/BS or 2+ years of experience working in a customer service focused environment
• Excellent written, verbal, and listening skills
• Strong problem solving skills
• Enthusiasm for and vast knowledge of beauty and grooming
• Empathy, warmth, humility, and a sense of humor
• A happy, positive attitude that empowers you to assist our customers every day
• Spanish speakers a plus
• Experience using ZenDesk and Magento a plus