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Title: Editor

Location: Remote (USA)

Overview

Glossier is a people-first beauty company on a mission to give everyone a voice through beauty. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.

The gTEAM Editor is an entry level customer experience specialist, supporting customers through our digital channels. In this role, the Editor is responsible for answering an array of questions and problems in our Tier 1 and Tier 2 support channels, with an elevated scope of complexity or sensitivity, while also assisting in specialized projects to support the customer experience function. In this full-time role, this person would embody Glossier for our customers and engage with them on email, social media, and SMS chat. gTEAM Editors are product experts, empathetic problem-solvers, and strong representations of Glossier’s mission, values, and voice. You’ll have the opportunity to work both independently, as part of a larger CX support team, and cross-functionally with the Glossier corporate team.

Six Month Expectations

• Deeply understand our products and Glossier voice
• Provide above and beyond customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience
• Work through elevated questions, concerns and problems that have a higher level of complexity and ability to tailor solutions accordingly
• Master our internal systems and tools, including our help desk, in order to efficiently and effectively help our customers
• Review and respond to questions and comments in a timely manner
• Work alongside internal partners such as tech, product and quality to craft appropriate solutions and responses

Twelve+ Month Expectations

• Flex into tasks or projects to occasionally support the customer experience function as needed
• Own projects that support the larger goals and needs of the customer experience team
• Work cross functionally with various departments, such as Tech, Logistics, and Communications, as needed to support CX work and ongoing projects

Qualifications

• Demonstrated CX experience and passionate about providing a stellar customer experience, with impeccable customer service skills
• Ability to identify customer needs and tailor solutions accordingly
• Strong interpersonal and communication skills with the ability to communicate professionally, patiently, and effectively with customers and co-workers alike
• Excellent written communication skills, including tone, grammar, and punctuation
• Experience in a customer-facing role
• Comfort in working across multiple channels of communication
• Highly detail and solution oriented
• Computer and technology proficient; can easily learn and use various software and social media applications such as Instagram, TikTok, email, live chat platforms to communication with customers
• Comfortable reviewing sensitive comments, questions and materials, and responding or following up appropriately
• Able to work an assigned schedule of at or around 40 hours per week that falls within our operating hours, weekends, and holidays

The Details

• Schedule: Tuesday – Saturday schedule
• Hours of operation: 9:00 AM – 6:00 PM
• Training: 2 weeks (will be conducted virtually)
• Shifts: Full-time, at or around 40 hours a week
• Location: US Remote position

Compensation for the role will be determined based on permissible, non discriminatory factors such as a candidate’s qualifications, skills, and experience.

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer and will provide reasonable accommodation to those iniduals who are unable to be vaccinated consistent with federal, state or local law.