GLAMNETIC
About Glamnetic Glamnetic is the \ 1 press-on nail brand in North America, known for salon-quality press-ons and magnetic lashes that simplify everyday beauty routines. We sell direct on glamnetic.com and through Ulta, Sephora, Amazon, and TikTok Shop. Our CX team is the heart of the brand and one of the most tenured groups at the company, several teammates have been here five-plus years, and we mean it when we say we celebrate each other. About The Role Customer Experience at Glamnetic is not a typical ticket-closing job. Our AI agent (Gina) handles a meaningful portion of common questions. That means the work that lands in your queue is the work that actually needs a human: judgment calls, product troubleshooting, retention moments, and the cases where a customer needs to feel heard before anything else can happen. You will be a frontline ambassador working alongside our AI tools to deliver fast, thoughtful, on-brand support. You will also play a real role in making our AI better by flagging where it falls short and helping us close those gaps. If you love beauty, take pride in clean written communication, and get satisfaction from solving the kind of customer problems that don't have obvious answers in the macro library, you'll fit here! What you'll actually do Frontline support across channels Use good judgment, ask the right questions, and figure things out when the situation isn't black and white Resolve customer inquiries via Gorgias ranging from straightforward to complex Move smoothly between chat and email, keeping response times fast without sacrificing quality Process replacements, retro promo applications, refunds, and order adjustments using Shopify and Gorgias Troubleshoot product application questions: sizing, adhesion, chipping, cure time, and styling Escalate lost-package cases, fulfillment issues, and edge cases to the right internal partners AI partnership and QA Pick up cases that Gina hands off, and recover situations where the AI response missed the mark Validate and improve AI-suggested replies for accuracy, brand tone, and customer empathy Flag gaps in AI handling so we can update guidance and decision trees Customer signal back to the business Surface and log product and experience feedback (sizing discrepancies, PDP errors, packaging issues, finish concerns) Share trend signals from your queue: what customers are loving, struggling with, or asking about repeatedly Suggest improvements to FAQs, help center articles, and self-serve content based on what you see daily Team contribution Show up consistently, own your work, and communicate early when something is off Share tips and shortcuts with the team (we have a culture of teaching each other) Celebrate wins, support new teammates, and contribute to the team's energy What we're looking for Required Prior customer service experience in e-commerce, retail, or a related field Comfortable with Shopify, Gorgias, or Zendesk (Gorgias experience is a strong plus) Strong written English. You can hold a warm, on-brand tone while being clear and efficient Comfortable working with AI tools (ChatGPT, Claude, or Gemini) as part of your daily workflow Reliable internet and a reliable computer with mouse access Punctual and consistent attendance Some availability for overtime, holidays, and weekends as the business needs Typing speed of 50+ wpm Nice to have Genuine interest in beauty, especially press-on nails and lashes (it shows in your responses) Experience with TikTok Shop or Amazon seller support G-Suite and Slack fluency Experience giving structured feedback on AI or automated workflows How we measure success You will be set up to win on a clear set of metrics: CSAT, response and resolution time, productivity, and quality scores from ticket reviews. The team's CSAT bar is high (consistently above 4.85/5 for human-handled tickets), and we'll coach you to get there. Benefits Competitive salary commensurate with experience 100% remote Medical stipend, generous PTO, holidays, sick leave, birthday holiday, and a mental health day Employee discount on Glamnetic products and product gifting Real growth: we invest in learning, including company-wide AI training, and we prefer to promote from within
GLAMNETIC
