Who We Are: At Huda Beauty, our Vision is to lead in creating a democratized beauty industry where power is given back to people to define, create, and enjoy beauty for themselves! Launched by award-winning beauty powerhouse Huda Kattan in 2013, Huda Beauty is one of the world’s fastest-growing beauty brands. As a company, we are fueled by purpose which allows us to approach things differently so that we can create products, content, and a community like no other. A lot has changed since our launch in 2013, but something that will forever remain at the core of Huda Beauty is our focus on business excellence and our unwavering passion for kindness!Summary: We are looking for an exceptional Customer Support Specialist with excellent communication and time management skills and a passion for helping people. The ideal candidate will have a big picture mentality, where no goal is too big, and a can-do attitude.Essential Duties and Responsibilities:Champion of awesome service and happiness of Huda Beauty customersUse excellent communication skills to respond to customer enquiries; strive to find solutions for customers whilst working within SLAs on email support + online chatMonitor and address SLAs – during your shift, you will be responsible for ticket management to ensure SLAs are maintained to best of your abilitySupport outsource agency – assist with enquiries and flag any notable development areasDaily updates + launch communication- ensure files and templates are kept up to date and you have a good and practical understandingCommunicate upwards – highlight any issues, trends, share customer feedbackHandle a dedicated area of monthly reporting1st point of contact on specialized cases and reach out to relevant HB stakeholders when required- allergic reactions, new product defects etcReport site and technical issues via the correct formsUnderstand when cases should be escalated to senior team membersBe flexible and open to change including system upgrades and new ways of workingMaintain great relationship with couriers and DC’s – communicating daily on order issuesTrack & report required information– damaged products, missing items, returns etcReview customer disputes on payment platforms and submit relevant evidence against chargebacksGreat knowledge of Huda Beauty products and brand, and keen interest in other cosmetics brands and trendsRequirements:A passion for helping people is a must3+ years experience in a similar role, previous work in the beauty industry would be an advantageExcellent time management skillsExcellent organizational skills with the ability to work independently as well as part of a teamExcellent communication Skills: strong verbal and written communication skills are essential for effectively interacting with customers via phone, email, chat, and social mediaProblem-Solving Skills: capable of analyzing situations, identifying customer needs or issues, and finding effective solutions or escalating to appropriate teams if necessary.Skilled in de-escalating tense situations, handling customer complaints or escalations professionally, and turning negative experiences into positive outcomesFlexibility to adapt to changing schedule, priorities, processes, and technologies in a fast-paced, dynamic working environment Strong interpersonal skills and ability to collaborate with other team members & departments to resolve complex issuesFlexible shifts – public holidays, overtime required at peak periods (usually between November to January)Our Benefits & Perks:Monthly “Self Love Days” – at company discretionPremium Medical/Dental/Vision coverage for employee plus dependentsMonthly coaching sessions with our in-house Success CoachEmployee discounts on all Huda Beauty, Wishful, and Kayali productsQuarterly product giftingHuda Beauty is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodations at any point in the application or interview process, please let us know.