Sr. Customer Experience Representative

Evolus (NASDAQ: EOLS) is a performance beauty company with a customer-centric approach focused on delivering breakthrough products. We are seeking an experienced and driven Sr. Customer Experience Representative to join our Customer Experience Team reporting to the Sr. Manager, Customer Experience. The Sr. Customer Experience Representative is responsible for delivering exceptional service while managing complex customer inquiries, operational workflows, and escalated issues that require advanced troubleshooting and cross-functional collaboration. This role serves as an expert for customer-facing systems, programs, and processes, utilizing deep operational knowledge to support customers, providers, sales partners, and internal stakeholders. The ideal candidate possesses strong organizational and problem-solving skills.

If you join our team, you will be working on some of the most exciting opportunities and challenges we face, with a team that values growth, recognition, and camaraderie. If you are looking for an opportunity to exhibit your knowledge and technical abilities in a unique environment, then look no further! In this role, you will be challenged to drive the success of Evolus in an effort to build a brand like no other.

Essential duties and responsibilities where you'll make the biggest impact

• Respond to complex customer inquiries and escalated issues via phone, email, and other communication channels while ensuring a positive customer experience.
• Resolve advanced customer, provider, and operational issues through research, analysis, and collaboration with internal and external stakeholders.
• Serve as an expert for customer-facing systems and operational workflows, including Salesforce, NetSuite, loyalty programs, subscription management, and order fulfillment processes.
• Manage order exceptions, shipment issues, account discrepancies, promotional requests, and other customer-related operational challenges.
• Assist with monitoring customer rewards and loyalty programs, including investigating and resolving escalated concerns in partnership with internal stakeholders.
• Collaborate with Sales, Marketing, Digital, Finance, Medical Affairs, Engineering, Loyalty, and third-party vendors to resolve customer and operational issues.
• Troubleshoot issues across multiple business platforms and systems to ensure timely resolution and continuity of service.
• Participate in process improvement initiatives and provide recommendations to enhance operational efficiency and the customer's experience.
• Serve as a resource for team members by sharing knowledge of systems, processes, and best practices.
• Support special projects, business initiatives, and evolving operational processes as assigned.
• Office Location - Newport Beach (hybrid onsite Tuesday, Wednesday and Thursday)
• Other duties as assigned

Qualifications and Skills You'll Bring to the Team

• Bachelor's degree or equivalent work experience.
• 3+ years of experience in customer service, customer experience, account support, or related customer-facing roles.
• Strong knowledge of customer service operations, order management, account maintenance, and issue resolution processes.
• Excellent verbal and written communication skills with the ability to communicate effectively across all levels of the organization.
• Proven ability to manage multiple priorities in a fast-paced, highly collaborative environment.
• Proficiency with CRM, ERP, and customer support systems.
• Advanced organizational, time management, and project coordination skills.
• Strong attention to detail and commitment to delivering high-quality customer experiences.

Preferred Qualifications

• Experience supporting healthcare, medical device, pharmaceutical, or aesthetics.
• Experience with Salesforce, NetSuite, DocuSign, UPS systems, or similar platforms.
• Experience supporting customer loyalty, rewards, or subscription-based programs.
• Experience participating in quality assurance or operational excellence initiatives.
• Familiarity with cross-functional business processes involving Sales, Marketing, Accounting, and Operations.

Compensation & Total Rewards

This is a non-exempt position. The expected pay for this position is $25.77/hour to $32.22/hour. You are eligible for an annual bonus compensation plan, terms and conditions apply. Your actual base salary will be determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role-relevant knowledge and skills, experience, education, geographic location, certifications, and more.

We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of medical, dental, and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn't have to worry about, from employer-covered life insurance to short-term disability. Take advantage of the 401 (k) match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees.

Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.

Evolus takes pride in being a company on the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don't just work together; we've built a culture of inclusion! Because of this, you'll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a community too. And that's just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com or reach out to ....

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