Job Description

About Bask & Lather LLC: Bask & Lather LLC is a distinguished e-commerce haircare company based in Westchester, specializing in high-quality, natural hair care products. We are seeking a dedicated and imaginative Customer Support/ Social Media Support Assistant to join our dynamic team.

Our Mission: We are committed to formulating premium, science-backed hair care products using natural ingredients, focusing on nurturing healthier hair and empowering our customers with the knowledge and tools to achieve vibrant, resilient hair—all while prioritizing affordability and customer satisfaction.

Job Summary:

Bask and Lather LLC is seeking a motivated and enthusiastic Customer Support/Social Media Support Assistant to be the friendly voice of our brand. In this role, you will be the first point of contact for our valued customers, providing timely and helpful support through various channels. You will also play a key role in engaging with our online community, fostering positive interactions, and ensuring our social media presence reflects the warmth and quality of Bask and Lather.

Responsibilities

Customer Support:

• Respond promptly and professionally to customer inquiries received via email and chat support.
• Address customer concerns, troubleshoot issues, and provide effective solutions.
• Maintain a thorough understanding of our products and services to accurately assist customers.
• Escalate complex issues to the appropriate team members as needed.
• Maintain organized records of customer interactions and resolutions.
• Contribute to the development of customer support resources and FAQs.

Social Media Engagement:

• Monitor social media channels (e.g., Instagram, TikTok, Facebook, etc.) for customer comments, questions, and direct messages.
• Respond to social media inquiries in a timely and brand-consistent manner.
• Engage with followers, build community, and foster positive online interactions.
• Identify and escalate potential social media issues or negative feedback to the appropriate team.
• Assist with the execution of social media content plan

General:

• Collaborate effectively with other team members to ensure a seamless customer experience.
• Assist with other administrative tasks as needed.
• Be available for occasional weekend work to support company events and peak sales periods.

Qualifications:

• Proven experience in customer service, preferably in an online environment.
• Excellent written and verbal communication skills with a friendly and professional tone.
• Strong understanding of social media platforms and their best practices.
• Exceptional problem-solving and time-management skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Passion for the Bask and Lather brand and its products is a plus.
• Familiarity with Shopify, social media management platforms strongly preferred.

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