Customer Experience Lead - Pro​/Trade Channel

Location:

St. Petersburg, FL (On-Site, Full-Time)

As our Customer Experience Lead - Pro/Trade Channel, you will be the champion of our customers’ experience—from first interaction through long-term partnership. You will interface directly with customers to ensure timely resolution, meaningful relationships, and exceptional service aligned with our brand values.

As the empowered advocate for Customer Experience Lead (CX) - Pro/Trade Channel, you will develop a deep understanding of our professional customers’ business and artistry goals, identify patterns in customer behavior, and translate insights into actionable improvements across Sales, Marketing, Education, Fulfillment, and Operations.

• Continuously collaborate to improve customer service processes to ensure high levels of satisfaction, consistency, and efficiency.
• Collaborate with Sales Manager for at-risk or complex accounts by identifying red flags, assessing root causes, and executing thoughtful, professional resolutions in collaboration with internal teams.
• Act as the voice of the customer—bringing data-driven and intuitive insights to cross-functional partners to improve systems, workflows, and customer touchpoints.
• Accurately submit, track, and resolve CX tickets in alignment with company SOPs and SLAs.
• Manage customer interactions and resolutions with a focus on meeting SLA targets and driving positive customer satisfaction survey results.
• Monitor customer health, identify trends, and proactively recommend improvements to enhance retention and loyalty.

• Answer inbound calls and emails and make outbound calls as needed to support customer success.
• Respond clearly and professionally via email, text, and live chat in a timely manner.
• Assist customers with product recommendations, order placement, and general inquiries in a warm and hospitable manner.
• Track shipments, assist with lost packages, file carrier claims, and manage issues through resolution.
• Handle RMAs, returns, order errors, billing questions, and accounts receivable inquiries.
• Make follow-up calls to ensure issues are resolved and customers feel supported.

• Support CX contractors (as needed) to ensure consistent, friendly, and high-quality customer interactions.
• Collaborate with D2C CX Team on known issues to better provide support and resolution for the customer
• Provide guidance on complex cases, tone, best practices, and resolution strategies.
• Foster a culture of empathy, accountability, and continuous improvement.
• Ensure accurate documentation, CRM hygiene, and follow-through across the team.

• Maintain detailed and accurate customer notes, behaviors, and interactions within the CRM.
• Enter orders accurately and efficiently.
• Submit order errors with proper documentation and coordinate resolutions.
• Ensure all customer communications are clear, concise, and prevent confusion or misalignment.

• Work closely with Sales, Marketing, Education, Fulfillment, and Operations to ensure alignment and seamless customer experiences.
• Communicate recurring issues, customer feedback, product defects, and improvement opportunities effectively across teams.

• Strong empathy, professionalism, and emotional intelligence in both verbal and written communication.
• Excellent listening, problem-solving, and follow-through skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Comfortable working across departments and influencing outcomes without direct authority.
• Familiarity with CRM and Ticketing systems
• Spoken English:
  Professional Working Proficiency (Full Professional Proficiency preferred)
• Written English:
  Full Professional Proficiency

At Elevated Beauty Group (EBG), we are committed to creating, incubating, and scaling high-performance beauty brands that inspire confidence, celebrate diversity, and connect with consumers in impactful ways. Our portfolio of beauty brands spans hair, color cosmetics, skincare and distribution across mass, prestige and professional…