Curology is creating the next generation of skincare through customized treatment plans and formulas with powerful prescription ingredients for acne and anti-aging. We believe great skin shouldn’t be a luxury, but a fact of life.
The Quality Lead plays an integral role within the Customer Success organization and will report to the Manager of CS Training & Special Projects. This role is responsible for developing, implementing, and managing the Customer Success quality programs, procedures and systems that ensure we provide exceptional service to our patients. The Quality Lead will be expected to become an expert in all key Customer Success processes and build strong quality protocols and development programs to ensure the highest measures of quality and consistency.
The right candidate is a fast learner and self-starter who truly cares about the customer experience and is excited by a highly dynamic environment with constant change.
In this role, you will:
- Foster an environment of delivering a premium customer experience through our CS Specialists who serve our patients via email, SMS, live chat, and social media interactions
- Develop and manage a robust and comprehensive Quality Assurance program that can be scaled as the team grows. This program includes the process creation of compliance audits for quality, accuracy, and adherence to outlined standards. This program must measure and maintain quality standards through identified KPIs, which are tracked weekly at a team and individual level
- Identify and implement QA best practices to drive improvements to customer interactions and experiences
- Lead day-to-day quality activities to support the development and growth of the CS Specialists, including the delivery of clear and actionable feedback and individual coaching
- Collaborate with CS Leadership Team to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to key stakeholders
- Manage internal documentation of processes and policies to ensure CS Specialists have access to updated information on workflows and best practices
- Assess training needs based on QA findings and develop recommendations on how best to address identified gaps
- Participate as an active member of the CS Leadership Team and as the subject matter expert and thought leader in quality management and improvement
- Continuously explore emerging trends in quality and customer experience to make recommendations to our business
You will be successful if you have:
- 3+ years of experience in a Quality Assurance role within a customer service department and/or sales environment with emphasis on quality improvement
- Outstanding customer service skills and dedication to providing exceptional customer care
- Impeccable attention to detail and strong analytical skills
- Superior written & verbal communication and comprehension skills
- Strong Powerpoint and Excel skills
- High level of professionalism and strong presentation capabilities
- Maintains an upbeat and enthusiastic attitude, even under pressure
- Must be able to effectively communicate with people at all levels
You will love working at Curology because:
- Competitive salary and equity packages
- Comprehensive benefits: medical, dental, and vision insurance for employees; flexible spending account; 401k; mental health & wellness programs
- $75 WFH stipend (remote employees)
- Home office setup stipend (remote employees)
- Minimum Time Off policy (unlimited PTO, with at least 3 weeks off) for exempt employees
- 11 company observed holidays
- Additional holidays: Curology days off (1 per quarter), 1 annual floating holiday (employee’s choice), and Gratitude Week (employees take the full week of Thanksgiving off; business critical teams observe different days)
- Paid parental leave
- Employee donation matching program
- Company-sponsored events
- Free subscription to Curology or Agency
- The base salary for this position will be between$57,000 to $80,000 depending on your experience, skillset, and geographic location.
Our mission is simple: to make personalized skincare accessible and convenient for all. Awarded #3 for 2021 Best Workplaces in the Bay Area and 2021 Forbes #4 Best Startup Employers, Curology is a leader in direct-to-consumer eCommerce and has been featured in Vogue, Allure, Harper’s Bazaar, and Business Insider. Our core values are: Accountability, Team First, and Inclusivity.