Customer Experience Specialist
Introduction
For most of our customers, the person answering their message is the brand. This role owns that experience: fast, accurate, human answers to professionals who need a clear response, not a template.
Your mission
Make every Elegelli customer interaction fast, accurate and genuinely helpful, and turn what customers tell us into improvements the rest of the team acts on.
What you will do
- Answer customer messages across email, Instagram and the website within agreed response times
- Resolve order issues end to end: shipping delays, damaged items, returns, refunds and exchanges
- Advise professionals on product selection, application and troubleshooting after full product training
- Coordinate with logistics and suppliers to unblock orders and confirm delivery timelines
- Maintain and expand the help content: FAQs, product guides and answer templates that still sound human
- Track recurring issues and report them clearly to the product and commercial team
- Support B2B customers with order status, documentation and follow-up
- Monitor customer satisfaction and response times, and propose fixes when either slips
What we are looking for
- 1+ year in customer support, e-commerce, retail or another client-facing role
- Fluent English plus at least one of French, German, Spanish or Italian
- Excellent written communication — clear, warm, correct, never robotic
- Patience and composure with frustrated customers, without losing directness
- Strong organisation across many open conversations at once
- Comfort with a helpdesk tool and with e-commerce order systems
- Reliable and self-directed in a fully remote role
Nice to have
These are optional.
- Experience in beauty, cosmetics or another product category with technical questions
- Personal knowledge of nail products or nail application
- Experience writing help documentation or support templates
What we offer
- Ownership of the customer experience rather than a queue someone else designed
- Full-time position, fully remote within Europe, with a flexible schedule
- Full product training and Elegelli products for personal testing
- Direct influence on product and process decisions — you are closest to the customer
- Clear response-time and satisfaction targets so success is unambiguous
- A small team where your input is heard immediately
How we hire
- Application review — we read every application ourselves, usually within one week.
- Introductory call — 30 minutes with the founder or hiring lead to cover the role and your background.
- Practical exercise — a short, realistic task related to the role. We do not ask for unpaid project work.
- Final conversation — deeper discussion on how you work, followed by a decision.
Elegelli values ability, ownership and results more than traditional credentials. If you do not match every point but believe you can do the work, apply anyway.