The Future of Beauty is here and it’s thrilling. We’re looking for innovative thinkers and rebellious spirits to join our team.

Kosas is a next-level clean beauty brand that’s about revealing, expressing, and feeling comfy in your skin. It’s good makeup (not no makeup) that’s quick, easy, can’t mess it up. And it’s clinically proven to actually make your skin better, even when it’s bare. So you can look like your favorite self every single day. Our brand is currently distributed in Sephora, Mecca, and Credo, as well as on our branded website, kosas.com. Our products are market share leaders, our growth has been explosive, and we have big plans ahead!

As the Customer & Community Experience Assistant Manager for Kosas, you will be responsible for fostering quality relationships by providing exceptional brand-differentiating experiences and communication, via e-commerce service and social media touchpoints. You will support, educate and champion the customer's voice.

What You'll Contribute

• Act as a brand ambassador for Kosas, by being a primary contact with customers within community and customer care across email, phone, chat, social, and emerging channels.
• Help drive the vision for customer care in line with the brand mission, values, and industry best practices, and help define how we interact with and delight customers.
• Collaborate closely with e-commerce and brand teams on strategy, guidelines, and execution.
• Help lead the social media community as the new frontier of customer service, understanding how to best handle thoughtful comments, DMs, tagged photos, etc for optimal growth and engagement.
• Take ownership and initiative of all customer concerns; collaborate with appropriate parties for resolution, knowing when to escalate.
• Maintain a deep understanding and resource library of the brand and all products to provide assistance, educate and facilitate sales.
• Assist with all customer inquiries and issues related to order fulfillment including order management, returns, and fraud.
• Track, analyze, and report on quantitative and qualitative customer satisfaction and feedback, sharing insight with other departments and recommending improvements.
• Drive internal awareness of the customer service & competitive community landscape, sharing trends and opportunities for Kosas
• Lead training and onboarding initiatives for the team that best reflect our values and policies.
• Continuously seek opportunities and creative ideas to connect with our customers in a way that makes them feel like we went above and beyond to support their beauty experience.

Who You Are

• Extremely customer-obsessed with a natural service orientation
• Deep passion for customer experience, building brand community & loyalty
• Work well under pressure and can maintain composure during complex customer interactions
• Efficiency driver, always looking to improve daily operational processes/ways of working
• Exceptional interpersonal, communication, and listening skills - oral and written
• High energy, friendly and approachable.
• Strong time management, prioritization skills, and detail/accuracy orientation
• Can work independently in a fast-paced environment, while also being a proactive team player
• Willingness to adapt to a flexible schedule
• Love of beauty and Kosas

What You'll Bring

• A minimum of 3 years of customer care and community management
• Experience with 1-1 training and team reporting in a leadership setting
• Experience in a fast-growing e-commerce brand is preferred.
• Experience working with Shopify
• Experience working in Gladly is a plus

What We Offer

• Company paid medical benefits
• Flexible spending account options
• 401k with company contribution
• Flexible paid vacation
• 40% off Kosas products

The range of base salary for this full-time position is between $65,000 - $75,000, not including discretionary bonus and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as experience, skillset, education, and work location.

Kosas is committed to creating an inclusive environment for all employees and proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.