Customer Experience & Support Specialist

Job Description

Title:                      Customer Experience & Support Specialist

Location:              Greer, South Carolina (In-Office)

Classification:       Hourly, Non-Exempt

Position Summary

The Customer Experience & Support Specialist at Lauren Ashtyn Collection serves as a central point of contact for customers, independent contractors, and salon partners within a lifestyle marketing and distribution company specializing in hair extensions and toppers.

This role is responsible for delivering a seamless and elevated customer experience by resolving issues, answering questions, and coordinating support related to orders, products, appointments, and events. While this role does not carry a formal sales quota, the CESS is expected to facilitate phone-based sales when needed to maintain a high-quality customer experience.

Key Responsibilities

Customer Support & Issue Resolution

• Respond to inbound calls and inquiries from customers, stylists, contractors, and salon staff
• Troubleshoot and resolve issues related to orders, products, and fulfillment
• Provide clear, accurate, and professional communication across all interactions

Orders & Product Support

• Assist with order placement, status updates, and tracking
• Guide customers and stylists on product selection and usage
• Maintain knowledge of extensions, toppers, and related care products

Appointment & Event Coordination

• Support scheduling of consultations, services, and events
• Provide details and coordination support for upcoming appointments and brand events

Stylist & Contractor Support

• Serve as a key operational and support partner to stylists and contractors
• Provide guidance on product use, processes, and customer care standards

Inside Sales Support (As Needed)

• Complete sales transactions when inside sales staff are unavailable
• Ensure continuity of the customer experience without unnecessary transfers
• Recommend products aligned with customer needs and brand standards

Documentation & Process Improvement

• Document customer interactions accurately
• Identify trends and recurring issues for continuous improvement
• Support enhancements to processes and customer experience workflows

Performance Metrics (KPIs)

Quarterly bonus eligibility is based on a combination of company and individual performance metrics, including:

• Customer satisfaction and service quality
• Responsiveness and resolution time
• Order accuracy and support effectiveness
• Contribution to team and operational goals

Compensation & Benefits

Compensation Structure

• Hourly Rate: $18.00 – $22.00 per hour (based on experience and qualifications)
• Target Hiring Range: $19.00 – $21.00 per hour
• Quarterly Performance Bonus:

Bonus Plan

Eligible for quarterly bonus based on:

·       Individual performance against KPIs

·       Team and company performance outcomes

·       Customer experience and quality standards

Bonus target range is typically 5% – 10% of base earnings.

Qualifications

Required

• 2 years of customer service or client support experience
• Strong communication and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred

• Experience in beauty, hair, or salon environments
• Familiarity with hair extensions, toppers, or related products
• Experience supporting independent contractors or stylists

Core Competencies

• Customer-first mindset and empathy
• Strong listening and communication skills
• Adaptability and sound decision-making
• Attention to detail and organization
• Team-oriented and proactive

Work Environment

• In-office role based in Greer, SC
• Collaborative, fast-paced, customer-focused environment
• Frequent interaction with customers, stylists, and internal teams