Studs is a category-defining ear piercing and earring brand named one of "the 10 most innovative companies in retail for 2023" by Fast Company. Studs connects ear piercing with aftercare and earring shopping to create an end-to-end Earscaping® experience. We offer a better retail and digital experience that prioritizes safety and expertise in a cool, fun and welcoming environment, along with a wide earring assortment-all at an accessible price point.
Based in New York City, the Part-Time Retail Operations and Customer Experience Associate will report to the Senior Manager of Retail Operations and will oversee customer and field team communication and escalations. You will be responsible for delivering an exceptional customer support experience to our customers, execution of real-time retail field team assistance, acting as a point of contact for all in the moment escalations. This role will collaborate closely with the retail field teams and retail corporate team.
Pay Range: $24/ hour
Retail Field Support

• Supports Studs Studios by communicating directly with Retail teams to resolve issues that arise in Studs Studios both in the moment and/or retroactively via email.
• Act as a liaison between the Retail field team and customer on day to day operations, including, but not limited to: appointment scheduling and rescheduling and point of sale assistance.
• Supports Studs Studios by resolving frequently asked questions from the Studio team in partnership with field managers.
• Supports Studs Studios by communicating directly with customers/Studio Teams and executing service recovery when necessary.

Customer Satisfaction & Service Recovery

• Delivers exceptional service by helping customers resolve inquiries and issues through email, text and chat using relevant systems.
• Meet or exceed all SLA's as defined by retail leadership.
• Act as a liaison to deliver on customer ecommerce requests in partnership with fulfillment.
• Responds to customer feedback, including google yelp reviews, as needed.

Escalation and Insights

• Uses appropriate escalation paths when necessary.
• Provides insights from 1:1 customer communication and retail field in regards to reporting metrics.

Requirements:

• 1-2 years of experience
• Must have weekend availability (shifts will be scheduled between Friday - Monday) and flexibility to pick up additional shifts as needed, up to 29 hours per week.
• Flexibility to work in office up to two days a week
• Exceptional communication skills and writing proficiency for creation of standardized client comms and updating internal resources.
• Comfortable using Zendesk and familiar with appointment scheduling software.
• Salon or personal services background is a plus.
• Driven, creative problem solver that consistently acts with integrity and speaks up
• Owner's mindset, with the ability to approach feedback and problems with a positive attitude.

Benefits & Perks

• Flexible Work Schedule
• 30 hours of Sick Time
• 401k
• Exclusive employee piercing and jewelry discounts (plus discounts for friends and family)

Studs is an equal opportunity employer and is committed to providing a work environment that fosters diversity, inclusion, and equal opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status. Studs considers qualified applicants with criminal histories. We comply with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which we operate. If you require an accommodation for the application process, please fill out this form.
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