Key Lead: People-First Customer Experience Leader

Glossier, Inc.; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Glossier, Inc. in New York City seeks a Store Lead to drive people-first experiences on the floor and in back-of-house operations. You will embody our values and support the store leadership team to create inspiring, equitable, and high-energy environments for both teams and customers.

You will coach staff, manage shifts, and model customer-centric service while keeping visual standards and safety. The role emphasizes leadership in KPIs, vendor coordination, and delivering Glossier’s unique

Qualifications

• 2+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment.
• Experience promoting and supporting a people-first employee culture, fostering an engaging and inclusive environment.
• Demonstrated ability to communicate clearly and effectively on an ongoing basis.
• Proven ability to motivate and inspire teams and maintain high engagement.
• Willingness to jump in and assist as needed.
• Passion for delivering exceptional, detail-oriented customer and employee experiences.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Responsibilities

• Model and coach Glossier’s customer experience principles to ensure memorable customer and employee experiences.
• Spend 100% of time on the sales floor or BOH areas, working directly with customers and the team.
• Participate in Host of the Party (HOP) program and provide leadership support for customer matters.
• Assist the store team with ad hoc customer accommodations (returns/exchanges, guest recovery, etc.).
• Recognize and reinforce excellent interactions and contribute to a training library of best practices.
• Ensure operational standards are upheld (visual merchandising, store cleanliness, safety).
• Open and close duties; manage vendor requests and liaise with leadership when needed.

Skills

Supervisory experience

People-first culture

Outstanding communication

Motivate and inspire teams

Roll up your sleeves

Customer and employee experiences

Flexible schedule

Job description

Glossier, Inc. in New York City seeks a Store Lead to drive people-first experiences on the floor and in back-of-house operations. You will embody our values and support the store leadership team to create inspiring, equitable, and high-energy environments for both teams and customers.

You will coach staff, manage shifts, and model customer-centric service while keeping visual standards and safety. The role emphasizes leadership in KPIs, vendor coordination, and delivering Glossier’s unique