Who we are:
Founded in 2013, Madison-Reed is a prestige beauty brand empowering women with the ultimate hair-color hack. We offer her salon-gorgeous multi-tonal hair color both at home and at our Color Bars. Our proposition represents a revolution to a $50 billion dollar hair care industry and a welcome innovation for millions of women who didn't think a better way was possible.
Our proposition is an expression of a deep-founded belief of our founder Amy Errett, who believes all women should own their beauty, which includes deserving more and living their most brilliant and honest expression of themselves. Our company values are not just how we treat our customers but how we treat our team of 80+ employees: love, joy, courage, responsibility, and trust.
Madison-Reed is headquartered in San Francisco and we are backed by leading investors: Norwest Partners, True Ventures, Comcast Ventures, Maveron and Shea Ventures.
Who you are:
As the first Customer Experience team member dedicated to our new, exciting and fast growing Color Bar channel, you will be the primary contact a customer will have with Madison Reed, in addition to the team at the Color Bar itself. You will have the ability to create a lasting impression. Your passion for hair color will be met with your curiosity to help customers feel their absolute best. You will be the voice of our clients and play a pivotal role in shaping our broader Madison Reed omni-channel customer service strategy.
We are seeking candidates who are excited to share their passion for high-touch customer service in the beauty industry in a fast-paced environment. You are passionate about going above and beyond to delight customers.
You will assist customers to ensure they have an amazing and personal experience whenever engaging with Madison Reed. Our interactions with customers should not feel transactional; instead our customers should feel like they have an expert friend who gives great advice and is "in the know" about all things Madison Reed.
What you will be able to do:
Provide a remarkable customer experience:
Effectively communicate with customers over email and phone to assist them with all aspects of their Madison Reed experience
Identify customer needs and expertly guide conversations to provide the highest quality and most efficient service
Proactively follow up with customers to ensure questions or concerns are fully resolved
Develop meaningful client relationships, by learning their preferences and interests, expose them to different ways of interacting with Madison Reed, online and offline, and the full array of products suitable to her
Achieve sales, through creating genuine and personalized interactions that yield high engagement and develop customer loyalty
Be a thought partner to the Madison Reed team:
Identify root causes, and report issues to the Color Bar team as well as the larger Madison Reed customer support team and cross functional partners so we can continuously improve
Partner closely with Color Bar field management (store managers, colorists) to resolve customer service issues
Be a product expert:
Develop expertise in products and brands via training and individual research
Understand key selling points of products and communicate them to customers effectively
Make the consultation process a comfortable and exciting learning experience for customers
Qualified candidates will have:
Required: 2-4 years of client service experience + cosmetology license.
Demonstrated success within a customer service capacity, ideally in the beauty industry
Sales experience is a plus!
Existing beauty industry knowledge and passion, and the ability to learn in-depth about brands, products, and application
Exceptional written and spoken communication skills and the ability to adopt the “Madison Reed voice”
Comfort operating in a fast-paced environment, including multi-tasking & handling a high volume of customer inquiries with quick turnaround
The ability to think and act independently to put our customers' needs first
Enthusiasm to contribute to a positive, team-oriented environment
You'll love joining the team because:
We're a group of passionate, dedicated people striving for daily excellence in a collaborative atmosphere
Our focus on creating personal connections gives you the freedom to use your own judgment and knowledge instead of relying on a script
You'll stay up to date on the newest and best beauty brands, products, and industry trends
With continuous opportunities for ongoing training and growth, the experience you gain can launch your career in the industry
Our luxe Mission District location is easily accessible by public transit and steps from great cafes and restaurants
We are hiring for Full Time hourly positions only, and are currently seeking candidates with flexible availability who can work at least one weekend day. Employee perks include Medical, Dental, & Vision Insurance, 401(k), commuter benefits, competitive PTO, and a great employee discount. Also, this role is eligible for sales bonus commissions.