Beauty Customer Experience Specialist (Hybrid)

We’re looking for a high-energy, customer-obsessed Pro Customer Experience Specialist to support our professional community, including salon owners, stylists, house accounts, and rep-supported partners. In this role, you will serve as the voice of our brand within the Pro channel, delivering consultative, relationship-driven support that blends customer service, product expertise, and commercial awareness. You’ll play a critical role in helping professional customers feel confident, supported, and inspired—while driving account growth, product adoption, and long-term loyalty.

• Hybrid Expectation: Onsite at our LA office 3x per week
• Base compensation between $20.00-$23.00/hr

Role Expectations

• Demonstrate strong product expertise, consultative service skills, and professional communication in support of the stylist and salon community
• Deliver a high-touch, relationship-led customer experience that balances service excellence with commercial awareness
• Build trust with professional customers while contributing to account growth and product adoption
• Operate with a proactive, solutions-oriented mindset, making sound decisions within established service guidelines
• Adapt to evolving responsibilities based on customer needs, business priorities, and cross-functional initiatives
• Represent multiple brands and support broader Customer Experience needs during peak demand or business-critical periods

Core Responsibilities Pro Customer & Account Support

• Provide dedicated, high-touch support to salon owners, stylists, and professional accounts across phone, email, chat, and text
• Deliver tailored service experiences that reflect the needs of professional and trade relationships

Order Processing, Returns & Account Handling

• Manage order processing, delivery inquiries, returns, exchanges, and account-related requests with urgency and accuracy
• Ensure consistent follow-through and resolution of customer issues

Product, Colour & Method Guidance

• Offer consultative advice on product selection, color matching, and application methods
• Leverage prior salon, stylist, or beauty experience to guide customers toward the best solutions

Education, Cross-Sell & Commercial Support

• Promote education programs, training opportunities, and events within the Pro community
• Identify opportunities to cross-sell and recommend products that support customer success and account growth

Relationship Management & Specialist Service

• Build trusted, long-term relationships with stylists, salons, and key account contacts
• Partner cross-functionally with Sales and Education teams where account ownership is shared

Documentation, Standards & Cross-Brand Support

• Accurately log and track all customer interactions in CRM systems (e.g., Salesforce)
• Represent and support multiple brands across the portfolio as needed for continuity and peak demand

Qualifications

• 2–3 years of experience in a customer experience, service center, or sales environment (beauty, hair, fashion, or related industries preferred)
• Prior experience as a sales associate or in a customer-facing retail role with a strong emphasis on customer experience required
• Demonstrated strength in complaint resolution and delivering solutions that build trust and confidence
• Experience in hairdressing, hair extensions, or salon environments strongly preferred; cosmetology license a plus
• Outstanding communication skills (phone, written, and interpersonal) with a strong ability to build relationships
• Tech-savvy with experience in CRM and support tools (Salesforce, Shopify preferred)
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment
• Ability to make sound, independent decisions within established service protocols
• High energy, positive attitude, and passion for delivering exceptional customer experiences
• Flexible availability to support a consistent 40-hour workweek, including weekends and occasional overtime

Benefits And Perks

• Base pay of $20.00 per hour
• 401(k) with company match - $ for $ up to 4% - immediately vested
• Vacation/Holiday Leave
• Great Medical/Dental/Vision Insurance
• Life and AD&D Insurance
• Opportunities for growth and advancement
• And so much more!

Equal Employment Opportunity at Beauty Industry Group

At Beauty Industry Group, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability, genetic information, protected veteran status, or any other legally protected characteristic.