Customer Service Lead


Formulate is building a technology platform and a movement to fundamentally change the way personal care products are designed, manufactured & distributed. We are ushering in the "chemist-to-consumer" movement - an end to mass-produced skin, hair, and oral care products, and an eventual new purchasing paradigm in personal care.

We are looking for an energetic, self-starting, candidate with great communication skills and a passion for customer experience.

What would you be doing?

  • Be on the front lines of driving our customer experience to the next level (live chat, email, phone, social media, etc.)
  • Provide exceptional service; address customer issues and ensure effective resolution
  • Assist in developing new ways to solve customer problems and improve the customer experience
  • Educate customers, provide additional information as needed, and listen attentively to needs and concerns
  • Answer inquiries by researching, locating, and clarifying desired information
  • Prioritize responses and follow-ups based on urgency of request; escalate unresolved issues in a timely manner

What does success look like in this role?

  • 3+ years of of customer service experience
  • Track record of providing exceptional customer service in a team environment
  • Strong computer skills and comfortable navigating multiple systems; proficient in Microsoft Office
  • Rigorous attention to detail and organization - you provide a great customer experience
  • Excellent verbal and written communication and interpersonal skills
  • A passion for direct-to-consumer retail and helping others
  • Thrives in a fast-paced environment and is constantly looking for ways to optimize efficiency
  • High level of professionalism and integrity

What you would get from Formulate?

  • The rare opportunity to join one of the hottest tech-enabled consumer startups with offices in San Francisco and St. Louis
  • A collaborative work environment where your input is highly valued
  • Competitive compensation
  • Work from home