Customer Experience Specialist

We are seeking a Customer Experience (CX) Specialist to elevate the overall shopping experience for customers of a leading Korean beauty, skincare and personal care retailer.

This role will focus on customer service operations, claims handling, feedback analysis, and experience optimization across both online and in-store channels.

The ideal candidate is passionate about k-beauty, understands customer needs, and can develop strategies to enhance customer satisfaction and loyalty.

• Oversee and manage customer service operations across online and offline retail channels.
• Handle customer inquiries, complaints, and claims, ensuring prompt resolution and high customer satisfaction.
• Analyze customer feedback and data to identify opportunities to improve the shopping experience.
• Develop and implement customer engagement strategies, including loyalty programs and personalized services.
• Collaborate with marketing, sales, and store operations teams to align on customer experience initiatives.
• Train and support retail staff to ensure consistent, high-quality customer interactions.
• Partner with headquarters and cross-functional teams to enhance the overall brand experience.
• Monitor and report on customer satisfaction KPIs, recommending improvements as needed.

• Bachelor’s degree in Business, Marketing, Communications, Retail Management, or a related field.
• 4+ years of experience in customer experience, customer service, or retail operations, preferably in the beauty industry.
• Strong problem-solving and communication skills with a customer-first mindset.
• Ability to analyze data and implement customer-centric solutions.
• Experience with customer experience management tools and service platforms.
• Ability to multitask and thrive in a fast-paced retail environment.
• Knowledge of consumer protection laws and experience developing or managing customer-related policies.

• Experience in beauty, cosmetics, or skincare retail.
• K-Beauty and K-Skincare is a PLUS!
• Familiarity with e-commerce and omnichannel customer service strategies.
• Bilingual in English and Korean is a plus.
• 401(k)
• Vision, Medical, and Dental insurance
• Paid maternity leave
• Disability insurance

• Bachelor’s Degree
• Authorized to work in the United States
• 2+ years of experience in Customer Service

Hybrid

Work Schedule:

Mon - Thurs in office, Fridays WFH