Customer Service Associate (Austin, TX)

At Prose, beauty is personal. We create truly custom haircare + skincare that’s tailored to the individual because we know that Personalization Works BetterTM. We have the clinical results and over 500K+ 5-star product reviews on Review & Refine® to prove it. Every formula is personalized according to an in-depth consultation that takes into account over 80 factors — from diet to lifestyle, stress levels to ZIP code. This data is processed through a proprietary algorithm and made to order in the Prose lab using naturally powerful + proven-effective ingredients.

This is the opportunity to join a fast-growing startup and an energetic team that is transforming the way people think about and shop for personalized beauty. As a certified B Corporation, and the first and only carbon-neutral custom beauty brand, sustainability and social impact are at the heart of everything we do. We’re doing away with one-size-fits-all beauty standards and creating more inclusive spaces for uplifting the beauty of the individual. 

Key Responsibilities

• Connect with the Prose customer across platforms (email, chat, social DMs, and SMS), providing a hyper-personalized best in class customer experience
• Become an expert on our experience, our physical products, our ingredients, and our customer.
• Demonstrate excellent problem-solving skills to resolve  customer issues while meeting productivity and quality goals
• Think creatively about ways to improve the customer experience, streamline internal processes and share customer feedback cross functionally
•  Be a part of an energetic, hard working team!

Key Candidate Requirements

• Has experience and is passionate about providing tailored service to connect with customers  
• A quick learner that thrives in a fast paced, ever-changing environment with an aptitude for multi-tasking
• A strong problem solver and critical thinker with stellar troubleshooting skills
• Excels at working both independently by using resources and as a team player to collaborate with others to achieve big picture goals
• Detail-oriented and organized with impeccable written and verbal communication skills
• Innovative, creative, and open to iteration in the name of overall improvement for the team and our customers
• Is an engaged, positive, reliable teammate in a remote setting

 

Understand & Embody our Prose Values:

Intentional Inclusivity

• We know the best ideas come from open minds and willingness to listen. While our products cater to the individual, an invitation into our process is always open to our community.
• We value our differences and diverse backgrounds by communicating openly, managing with transparency and striving to understand one another’s perspective. It’s a key ingredient to our innovation.

Connected Collaboration

• Our strength as a group will outlast our efforts as individual contributors. With offices across countries (and across boroughs) staying inventive and agile deepens our clear vision and consistent communication.
• We stay in a spirit of entrepreneurial collaboration: We do not have consensus at all times, but we trust one another to work toward our common goals. Our success is an expression and result of our progressive and gratifying teamwork.

Driven, Together

• We value ownership and coaching that encourages employees to think constructively and creatively about the business. We view employees as leaders and individuals who are accountable, resourceful and responsible. Anyone and everyone is encouraged to lead.
• We recognize that in order to continue thinking one step ahead, we will need to try new things. We strive to provide an open environment that accepts this truth making space for new ideas to emerge.

Humanity Always

• We assume good intentions in every interaction keeping ourselves accountable for the climate we create. We seek to understand our co-workers through this lens of conscious bienveillance, authenticity and fellowship.
• We operate with the intention of preserving resources, creating an environment we can all live in--for our business and the world. Sustainable care is essential to our ethos as an organization. We take a mindful approach to how we think about our people (employees) and our planet.

Perks & Benefits:

Prose fosters inclusivity, learning, and diversity within our teams and workplace. Just as we celebrate unique beauty, ev