Customer Service Specialist - II

TréLuxe is a purpose-driven curl care brand dedicated to helping people embrace their natural curls with confidence. We create high-quality products for curly, wavy, and coily hair while centering everything we do around education, care, and community. Our work goes beyond products, we focus on delivering meaningful, personalized experiences to every customer we serve. As a growing company, TréLuxe is a place for builders who take initiative and think critically. We value ownership, curiosity, and a strong commitment to solving real problems. Team members are empowered to make decisions, contribute ideas, and directly impact the customer experience. If you're looking for a fast-paced, purpose-filled environment where you can grow your skills and make a tangible difference, TréLuxe is the place to do it. Ability to work Monday•Friday 8:30am•5:00pm cst

Core Traits We're Looking For:

Self-starter Critical thinker Servant-minded Curious Problem solver Ownership mentality What You'll Do Manage high-volume customer inquiries across email and social platforms (Instagram, TikTok, Facebook, etc.) Guide customers on product selection and curly hair care/styling techniques Resolve order-related issues: tracking, edits, cancellations, and order education Review and process reshipment requests quickly and accurately Document all customer interactions and updates to maintain clean records Identify recurring customer issues and share insights to improve operations Collaborate with team members to enhance the overall customer experience Independently resolve non-standard issues when SOPs don't apply Escalate issues with clear recommendations, rationale, and impact Own customer issues end-to-end until resolution Requirements 4+ years of customer service experience (remote and/or ecommerce) Availability for weekends, some evenings, and holidays Associate's degree (minimum) 1+ year of curly hair consulting/advising (stylist, salon, or equivalent experience) Proven ability to work independently and make decisions in fast-paced, ambiguous environments Track record of taking initiative and driving issues to resolution What Success Looks Like Strong fluency across social platforms and customer service tools Deep knowledge of curly, wavy, and coily hair care Expertise in TréLuxe products and brand voice Clear, concise communication with customers and team members High attention to detail in documentation and responses Proactive identification of trends and root causes Confident decision-making with minimal oversight Consistent follow-through and full ownership of outcomes Ability to navigate ambiguity with sound judgment Solution-oriented mindset (not just escalation) Monday•Friday 8:30am•5:00pm cst

Pay:

$22.00•$26.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): What experience do you have with curly, coily, or wavy hair?

Education:

Associate (Required)

Work Location:

In person