Customer Success-Jobs in United States

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We are building a people-powered decorating movement where everyone feels supported and inspired to transform their space with our unique pigment-rich colours and high-quality products. All with consideration to your and our home; planet Earth.

We’re a business that believes in building confidence in our decorators. Seeing their bright ideas and making them happen. We do this by giving our do-er uppers access to inspiration, advice and how-to guidance from our experts and wider community. As well as making our range of (water-based, trace VOC) paint, (FSC-certified) wallpaper, and eco-supplies with real people and real homes in mind.

It's why we curate a selection of pigment-rich paints with unique depth of colour and their own individual identity, and high-quality designer wallpapers. It's why we have an expert team of colour consultants on-hand to help with any decorating question, big or small. It's why we're building a supportive community of decorators to inspire each other with their projects.

Because we know that a small change in colour can have a huge impact on the way we feel.

Gone are the days of too much choice, feeling like you’re doing it alone, and messy, expensive sample pots. This is a fresh look for decorating.

Decorator success starts at home...our home. That is why we are also on a mission to be the definitive people-powered company. Building an environment where individuals thrive and collectively transform an entire category.

Lick was founded in 2019 by Lucas London and Sam Bradley - both experienced startup entrepreneurs - targeting the $1 trillion global home decor market.

Since launching in 2020, we have evolved tremendously and, since then, Lick has expanded into 3 separate brands:

1. Lick: for the DIY customer
2. LickPro: for the Trade customer
3. Lick Tools: our own range of sustainable tools

We have continually developed our product range, developed new sustainability initiatives, and grown our community of decorators. Successful campaigns such as the Heinz x Lick collaboration & Soho Home range, as well as our huge partnerships with Screwfix & diy.com are leading us in the right direction, and it’s really a very exciting time to be joining us on this journey!

We are a hybrid working team and we believe in the value of getting together offline and online. For this reason, we are focused on hiring candidates who can easily work in London. We see huge value in our team sharing an office together and strongly encourage everyone to use it as often as they can. Monday, Tuesday and Thursday are mandatory days.

We provide tea, coffee, milk (dairy & plant-based), fruit, a communal outdoor terrace area, meeting rooms, bike storage, showers, and communal breakout spaces throughout the building.

Supercharging a fresh look for decorating means fixing the home decor industry’s environmental footprint. This is why we've put sustainability at the top of our agenda. We’re constantly working to lower our impact on the planet, and create a better future for our kids.

We're on our way… Our peel and stick samples use 95% less waste than sample pots, our trace VOC water-based paints contain fewer harmful chemicals and a more easily biodegradable end product, and our packaging is 100% biodegradable.

In 2022, we announced that we are B Corp certified - a real milestone moment.

We are building a team filled with incredible human beings and it is our collective unique spirits that make Lick very special. We're cultivating an environment where we can all truly be ourselves (on the good days and the bad) and make an authentic impact.

We want it to be easy to openly discuss how you are feeling. We want it to be easy for you to do the things you know will help you thrive. We want to empower you to own your mental health and wellbeing, and we want to ensure you feel supported in doing so.

Our goal is to empower you to own your time and impact. We aim to provide you with the information and support you need to empower you to do fulfilling, impactful work and build relationships that matter.

People are at the centre of everything we do at Lick. We work hard to make sure that we're amplifying diverse voices externally within our amazing community of decorators. Equally, we are on a mission to make Lick a company where every member of our team feels they can truly be themselves and genuinely make an impact. We will continue to work on ways to be able to formally follow through on this commitment, such as our team led Lick Belonging Group, and using an individual approach for each team member.

Our culture will continue to evolve just like everything else we do, but we can confirm it's fast and very ambitious. We believe a great team can do great things and we work hard to ensure you have what you need to thrive and make a real impact. We put a huge emphasis on information sharing, communications and relationships.

We have ambitious business goals, but we don’t just do things a certain way because that’s how it’s always been done. We’re here to transform an entire category, this means developing new and better ways of doing things. You can see this in our team every day and in our commitments to Sustainability, Wellbeing, DEI and the decorator experience.

As a vital member of our customer support team, the Consumer Support Consultant plays a crucial role in maintaining the exceptional service standards that define our brand. Reporting directly to the Consumer Support & Operations Manager, this role is at the forefront of our customer interaction, ensuring that every customer experience is outstanding. With a focus on empathy, efficiency, and expertise, the Consumer Support Consultant will handle customer inquiries across multiple channels, contributing significantly to our growth and customer satisfaction goals. We’re looking for someone who is proactive, tech-savvy and loves delivering outstanding customer service!

• Directly interact with customers via social media, email, and phone to provide support, resolve issues, and guide them in their journey with our products.
• Diagnose and resolve customer issues promptly while maintaining high satisfaction levels. Work closely with the Customer Success Manager to identify recurring problems and contribute to long-term solutions.
• Be responsible for BAU processes such as returns and refunds processing.
• Collect and report customer feedback and insights to the Customer Success Manager, helping the team understand customer needs and preferences to improve service and product offerings.
• Collaborate with the team to meet and exceed service level agreements (SLAs) and customer satisfaction targets.
• Stay updated with product knowledge, company policies, and technology tools to ensure the delivery of accurate and comprehensive support to customers and retail partners.

Requirements

• Proven experience in customer success within an e-commerce and wholesale environment.
• Hands-on experience with CRM systems such as Zendesk or Gorgias.
• Solid working knowledge of Shopify or similar platforms.
• Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically across various channels.
• Strong problem-solving skills, with a creative and effective approach to addressing customer concerns.
• Proven ability to manage multiple tasks and use project coordination tools efficiently.
• Highly adaptable and comfortable working in a fast-paced environment. Willingness to embrace and drive change as our brand evolves.
• Ability to work collaboratively with the customer support team and across departments to achieve common goals.
• A customer-first mindset, be able to respond positively and proactively to customer challenges.
• A genuine passion for helping customers and a commitment to delivering exceptional service experiences keeping customers informed throughout their decorating journey.
• Experience or strong interest in DIY, decorating or interiors is a big plus.

As this role is based in London UK, candidates must have the right to live and work in the UK. Candidates without these rights will not be considered.