Customer Experience Team Lead - Malaysia

About GetHarley

GetHarley empowers people to look, feel and be their best selves — at every age.  We are the first platform to combine technology with the human instinct and experience of a Clinician to deliver a deeply personalized and effective experience. Our company is transforming the skincare and healthy ageing experience as we know it.

Launched in May 2019, we are backed by top-tier venture capitalist firms, raising $52 million in our funding to date. Currently, at ~90 employees and growing, we are an award-winning, fast-paced business, growing triple-digits year over year with no market competition. Today, we empower over 1000 clinicians to increase their skincare product sales and drive patient loyalty via the GetHarley platform and we plan to grow this significantly in the coming year. We are looking for ambitious, dynamic, kind people to help us continue to scale.

Your Role

The Team Lead, Customer Experience is responsible for delighting our patients by communicating with them, building authentic relationships, and empowering their skin health journey. They are also a key part of our retention function, contributing to our repeat orders target by helping patients to order the right products for their skin goals. This team also helps us streamline and automate our customer success processes.

• You will empower our Customer Experience Team to work as a team of proactive experts and delight our customers each day.
• You will ensure our team has the training and resources they need to provide a best-in-class skincare concierge service. 
• You will identify opportunities to improve our processes and workflows and execute these to help our team to perform at their very best. 
• You will contribute to the company's sales target by executing different campaigns to drive repeat purchases and upsell.
• Monitor KPIs to enable team and individual performance (customer NPS, CSAT, revenue targets, response times, handling time, AOV, retention rates and tone of voice scoring)

Experience

You will be a great fit if you:

• Proven track record in delivering exceptional customer experience within the Patient Concierge Team
• Have a passion for developing others and can mentor a team to achieve their best potential
• Fluent in English (C2 Level English) required - please do not apply if you do not have C2 level English
• Are operationally-minded and able to identify opportunities for efficiencies and improvement
• Ability to joyfully problem-solve complex customer enquiries and issues. 
• Possess strong written communication skills
• Have very robust logical thinking skills along with a customer-centric mindset
• Have an ability to identify and close sales opportunities
• Are a fast learner who can navigate through ambiguity
• Are able to multitask and operate in a fast-paced environment
• Want to experience working at a high-growth and early-stage tech start-up
• Have excellent attention to detail

Working Hours and Location

This is a full-time, permanent position working 40 hours per week remotely from Malaysia. You will be working on a rota basis and will be required to work one alternating weekend day per week, with one full weekend off per month. The shift pattern changes biweekly between:

• 2pm-11pm
• 4pm-1am

You must be located in, or able to commute to, Kuala Lumpur (Bukit Bintang) as and when required for mandatory 2-week in-person training of new employees. These sessions take place between 9am-6pm Monday to Friday.

Unfortunately we are unable to provide sponsorship for this position, therefore, please do not apply if you do not have the right to live and work in Malaysia or require a visa.

Why choose GetHarley

It’s an exciting challenge. No two days are the same! We are an ambitious company that move fast and hustle. You are making a difference. We are empowering our clinicians and supporting our patient's skincare goals. Growth opportunities. We take personal development seriously and support your growth ambitions

What we can offer you

• 33 days of annual leave
• Regular team socials
• Discounted skincare products
• Quarterly all-company GetTogethers
• Seasonal merch drops
• Laptop provided

GetHarley is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.

We want to leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can build a better future for our employees, our patients and practitioners.