Temporary Customer Service Agent

HOURGLASS COSMETICS — Temporary Customer Service Agent (Hybrid Role) 

Connected by creativity and driven by purpose. Hourglass Cosmetics is a vegan and cruelty-free beauty brand, redefining luxury cosmetics with high-performance products, innovative formulas, and award-winning franchises. Recognized by Forbes, Fast Company and Time Magazine as one of the most inventive beauty companies, Hourglass leads the industry with its breakthrough products and its commitment to animal welfare. Founded in 2004, Hourglass is globally available in 32 markets and over 4,600 doors including Sephora, Ulta, Neiman Marcus, Selfridges, Space NK and more. Hourglass became part of the Unilever Prestige division in 2017. Discover more about the Hourglass brand story and mission on our website hourglasscosmetics.com.

We are seeking a Temporary Customer Service Agent with a strong background in makeup artistry and a deep understanding of luxury, loyalty, and VIP customer experiences. This role combines beauty expertise with exceptional service skills to deliver personalized, high-touch support that replicates the exclusivity and elevated service of a luxury retail environment on hourglasscosmetics.com. You will engage with customers through email and live chat using Gorgias, ensuring every interaction reflects our premium brand standards and fosters a sense of exclusivity and personalization. 

WHAT YOU DO: 

• Provide personalized beauty guidance, shade matching and product recommendations, leveraging your makeup artistry expertise.


• Deliver memorable VIP-level customer experiences, focusing on loyalty, retention, and creating a sense of exclusivity for each customer.


• Manage customer inquiries and resolve issues promptly via email and live chat through Gorgias.


• Maintain accurate records of interactions and escalate complex cases when necessary.


• Collaborate with internal teams to ensure seamless fulfillment and customer satisfaction.


• Uphold the Hourglass brand voice and tone in all communications, ensuring every interaction feels elevated and bespoke.

YOU’LL LOVE THIS JOB IF: 

• Creative: Innovative and forward-thinking in your approach.


• Results-Oriented: A strong seller with a bias for action.


• Communicative & Collaborative: Service-oriented, with a talent for connecting with customers and working with others.


• Inspirational: An accomplished makeup artist who can connect artistry and selling, delivering an exceptional, luxury customer experience.


• Passionate: Eager to learn and absorb all things beauty, with an interest in building a counter business.


• Flexible: Able to adapt to the business needs of the day.

 QUALIFICATIONS: 

• Professional experience or certification in makeup artistry.


• Strong understanding of loyalty and VIP customer engagement strategies.


• Excellent written communication skills for email and live chat.


• Ability to multitask and work independently in a remote setting.


• Experience in luxury or beauty industry customer service is a plus.


• Must be able to work from Corporate Office at least 60% of the time 

The expected hourly rate for this role is $22.00 - $25.00/hour. The exact base salary is determined by various factors including experience, skills, education, geographic location, and budget. 

Hourglass is an organization committed to diversity and inclusion to drive its business results and to create a better future every day for its diverse employees, global consumers, partners and communities. If you are an individual with a disability and need accommodation in order to apply for a job listing, please contact us at 310-392-7799 or [email protected]. 
 
Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities. 
 
Applicants and employees are protected from discrimination under Federal law. For more information, please see EEO is the Law.