About the position
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
Responsibilities
• 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
• 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
• Manage order processing, delivery inquiries, returns, exchanges, and account-related requests with urgency and accuracy
• Ensure consistent follow-through and resolution of customer issues
• 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
• 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
• 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
• 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
Requirements
• 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
• 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
Nice-to-haves
• Experience in hairdressing, hair extensions, or salon environments strongly preferred; cosmetology license a plus
Benefits
• 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