Member Happiness Assistant (6m FTC)

Beauty Pie; Greater London; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Free Beauty Pie+ membership

25 days holiday and your birthday off

Flexible bank holidays

Equal leave for new parents

Job summary

Beauty Pie in London is hiring a fixed-term Member Happiness agent to support our members across multiple channels. You’ll join a fast-paced team that strives to deliver happiness and exceptional value until early 2027.

This role rewards a customer-obsessed mindset, strong communication, and multitasking. Experience with Gorgias and ecommerce systems will help you resolve inquiries quickly and contribute to a culture where customers come first.

Qualifications

• Customer-focused mindset with customers in mind.
• Excellent communication, computer literate; Gorgias experience is a plus.
• Experience in a customer service role within a scale-up or large contact centre.
• Understands metrics like CSAT, tickets solved, and average handling time.
• Previous skincare/makeup experience is a plus.
• Able to multitask in a fast-paced environment.
• Systems knowledge: Shopify, CommerceTools, Netsuite, Asana, Slack.
• Ability to work across Monday–Sunday with shifts including bank holidays.

Responsibilities

• Assist members across channels with a customer-obsessed approach.
• Support members via Webform, Email, and Chat (Gorgias).
• Handle pre- and post-purchase needs like deliveries and returns.
• Own each customer journey and resolve cases with personalized solutions.
• Utilize systems to provide quick, accurate feedback to the business.
• Collaborate with team leads to meet department needs.

Skills

Customer service

Communication

Gorgias

Multitasking

Tools

Shopify

CommerceTools

Netsuite

Asana

Slack

Job description

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)

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

What makes someone ‘Beauty Pie’?

Our Culture Is Our DNA. It Defines Who We Are, How We Operate And How We Hire. And It All Springs From Our Values, Which Are Very Important To Us

• Bring your ‘A’ game: We bring a growth mindset as we disrupt the beauty industry. Showing up at our best, and never settling for average.
• Be intelligently rebellious: We challenge industry and business norms with purpose, not ego. Bold thinking, creative problem-solving and smart risk-taking are how we transform beauty.
• Bias for action: Speed matters. We act with urgency, make smart choices and learn through doing - because momentum drives progress
• Be customer obsessed: Our decisions begin and end with the customer in mind. We earn trust by delivering amazing quality and incredible value with an experience that consistently exceeds expectations.
• It’s all for one (& one for all): We’re better together. Trust, integrity and collaboration are how we build a culture where everyone grows, contributes and thrives—individually and collectively.

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.