Remote Customer Experience Lead — Escalations & Training

Solomon Page; New York (NY); Remote; USD 23,000 - 33,000; Full time

Job summary

Solomon Page is seeking a Remote Customer Experience Coordinator for a top beauty brand. The role focuses on 2nd level escalations, cross-channel support, and ensuring customer satisfaction across email, SMS, chat, and voice channels.

The team collaborates with external call centers, vendors, and internal partners to maintain service levels and drive brand experience. The position requires flexibility in hours, strong computer and CRM skills, and experience with OMS and Salesforce Service Cloud.

Qualifications

• HS diploma or equivalent required
• 2+ years of retail or customer service experience in a call center environment
• Excellent oral and written communication skills
• Experience with Salesforce Service Cloud preferred

Responsibilities

• Manages escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels
• Serves as 2nd level escalation support to resolve customer issues for Customer Service
• Acts as a L2/VIP customer resource and a guide for the external call center advisors regarding new products, colors, ingredients, inventory (out of stock), price and shipping
• Builds strong cross functional relationships with internal and external business partners and customers
• Ensures customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with Customer Service Vendor
• Analyzes and reports all escalations team performance metrics
• Determines areas of improvement and implements strategic plans for meeting, maintaining, and exceeding service levels
• Leads by example in all quality and calibration meetings to help create the ultimate brand experience
• Educate Beauty Advisors at our call center and ensure they are using all available tools on an ongoing basis
• Reinforce and support training within system platforms (OMS, Salesforce Service Cloud) as well learning apps and desktop tools
• Ensure that the client experience consistently meeting standards through coaching and role-modeling of desired behaviors
• Work side by side with brand leads to identify site wide opportunities to elevate the customer experience and sales
• Analyzes and tests new customer service tools (e.g. Salesforce Service Cloud, chatbots) for development and/or disconnects in performance
• Partners with Manager, Customer Care on execution of special projects as needed
• Assists in 1st level vendor support and training as needed

Job description

Solomon Page is seeking a Remote Customer Experience Coordinator for a top beauty brand. The role focuses on 2nd level escalations, cross-channel support, and ensuring customer satisfaction across email, SMS, chat, and voice channels.

The team collaborates with external call centers, vendors, and internal partners to maintain service levels and drive brand experience. The position requires flexibility in hours, strong computer and CRM skills, and experience with OMS and Salesforce Service Cloud.