Member Happiness Assistant (3m FTC)

Beauty Pie; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Free Beauty Pie+

Product discount

25 days holiday

Flexible holidays

Parental leave

Private medical insurance

Menopause support

Fertility support

Therapy sessions

Mental health support

Job summary

Beauty Pie is hiring for a Member Happiness role on a fixed-term contract until early 2027. You will support our members across multiple channels in a hybrid model, ensuring a customer-obsessed experience while working with leading labs and skincare experts.

The role requires clear communication, experience with Gorgias or similar platforms, and the ability to thrive in a fast-paced scale-up environment. Prior skincare knowledge is advantageous and flexibility to cover shifts is needed.

Qualifications

• Be naturally Customer Obsessed, keeping customers top of mind at all times.
• Have great communication skills, computer literate, Gorgias experience would be an advantage.
• Has previous experience in a customer service role within a scale up business or a large contact centre.
• Understands metrics and goals to work towards such as CSAT, tickets solved and average handling time.
• Previous skincare and make-up experience will be an advantage.
• Has an ability to multitask successfully and thrives in a fast paced environment.
• System knowledge desirable, Shopify, CommerceTools, Netsuite, Asana, Slack.
• Flexibility to work a shift pattern across Monday - Sunday and bank holidays.

Responsibilities

• Customer Obsessed approach to assisting both our members and potential members.
• Responsible for supporting our members via all channels, including but not limited to Webform, Email and Chat via Gorgias.
• Assisting with pre and post purchase needs, such as providing delivery updates, returns, and membership queries.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Understanding and utilising our systems effectively to assist customers with their queries quickly and give accurate feedback to the business.
• Works closely with team leads to understand what is needed by the department, and pivot as needed.

Skills

Customer obsession

Communication skills

Gorgias experience

Scale-up experience

CSAT awareness

Skincare knowledge

Fast-paced

System knowledge

Tools

Shopify

CommerceTools

Netsuite

Asana

Slack

Job description

At Beauty Pie, we don’t believe that the very best beauty products should be full of the excessive hidden markups that other luxury brands charge.

Job Description

At Beauty Pie, we don’t believe that the very best beauty products should be full of the excessive hidden markups that other luxury brands charge. We collaborate with the world’s leading labs so you can get direct access to our exceptional collection of extraordinary skincare, makeup and more - minus the unfair extra costs. If you’d like to join us for the beauty revolution, here’s what you need to know. This is an exciting opportunity to join our Member Happiness team on a fixed term contract until early 2027, supporting our members across multiple channels. As part of our team? You’ll learn a lot (We’re all learning a lot). You’ll be multi-tasking, And deliver happiness.

Job Requirements

• Be naturally Customer Obsessed, keeping customers top of mind at all times.
• Have great communication skills, computer literate, Gorgias experience would be an advantage.
• Has previous experience in a customer service role within a scale up business or a large contact centre.
• Understands metrics and goals to work towards such as CSAT, tickets solved and average handling time.
• Previous skincare and make-up experience will be an advantage.
• Has an ability to multitask successfully and thrives in a fast paced environment.
• System knowledge desirable, Shopify, CommerceTools, Netsuite, Asana, Slack.
• Flexibility to work a shift pattern across Monday - Sunday and bank holidays.

We believe it's all about mindset, great skills and attitude and a fantastic work ethic being key. If you’re aligned to our values, excited about the opportunity, and you’re really good at what you do (even if you don’t tick all the boxes) apply anyway!

Job Responsibilities

On a day to day basis, you will be responsible for:

• Customer Obsessed approach to assisting both our members and potential members.
• Responsible for supporting our members via all channels, including but not limited to Webform, Email and Chat via Gorgias.
• Assisting with pre and post purchase needs, such as providing delivery updates, returns, and membership queries.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Understanding and utilising our systems effectively to assist customers with their queries quickly and give accurate feedback to the business.
• Works closely with team leads to understand what is needed by the department, and pivot as needed.

Job Benefits

Our ways of working

We thrive on a high-performance culture where action drives results. At Beauty Pie, we trust our teams to take ownership, move fast and get the job done.

We operate on a hybrid model, with a minimum of three days in the office each week— with some roles requiring more which will be outlined in the job spec.

This structure fosters collaboration, maintains momentum, and strengthens our team environment while allowing some flexibility based on job responsibilities and business needs. In-person connection is essential to how we work, and we expect teams to be present and engaged. We encourage open discussions during the interview process to align expectations for the role you are applying for.

Your Piece Of The Beauty Pie

Life & Balance

• Free membership to Beauty Pie+ and % off our products
• 25 days holiday & your birthday off
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances

Health & Wellbeing

• Private Medical Insurance
• Menopause support
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service
• 10 therapy sessions through AXA PPP
• Access to mental health support through Spill

Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership.

Please let us know if you require reasonable adjustments at any point during the application and/or recruitment process.