Client Experience Associate

What is Glamsquad?

GLAMSQUAD is an on-demand beauty services technology platform, offering hair, makeup, and nail services to clients from the comfort of their homes. Our clients range from the working mom to the busy professional, the social weekender to the celebrity – Glamsquad Pros empower all to look and feel their best.

Glamsquad Beauty Professionals are industry-leading and provide every client with a customized, glamorous experience – transforming any day into an event. With a rapidly growing customer base in multiple US markets and the backing of world-class investors, we are expanding our team as we launch more markets this year.

This position is fully remote.

Role Expectations

• Provide exceptional, white-glove support to high-level clientele, including brands, executives, celebrities, and VIPs.
• Manage daily calls with Wedding and Event leads, capturing these opportunities with a keen understanding of Glamsquad services while ensuring the tone and delivery positively represent the brand.
• Support and book Wedding and Event leads, with the ability to manage their CRMs for consistent tracking.
• Receive and resolve a variety of escalations with composure, professionalism, and empathy maintaining positive representation of the brand.
• Develop a unique understanding of the Glamsquad beauty professional network, yielding the ability to hand-select beauty professionals based on skill level for high-level bookings.
• Act as a customer advocate by effectively communicating customer/platform trends and client needs to higher management.
• Seamlessly transition between various company functions based on seasonality or demand.
• Demonstrate a commitment to achieving quarterly OKRs, with a strong willingness to learn and grow alongside the company.

Basic Qualifications

• Exceptional written and verbal communication skills, utilizing a professional and empathetic tone in all client-facing interactions.
• Demonstrates flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment.
• Strong organizational skills to self-manage multiple tasks and prioritize effectively without consistent oversight.
• Ability to communicate clearly and effectively in crisis, without impacting the rest of the team’s morale.
• Exemplary commitment to delivering consistent, high-quality results and maintaining a high standard of professionalism.
• Proficiency with Client Support interfaces such as Gorgias, Front, or Zendesk, or the ability to pick up technical skills quickly.
• Emotional intelligence to handle challenging client interactions with empathy and professionalism while positively representing the brand.
• Flexibility with work schedule, adjusting for seasonality or high level events with weekend availability a MUST.
• Capable of working independently and remotely, maintaining high performance and work ethic without compromise in job quality.