Building a High-Level Customer Service Team for a Beauty Brand

beauty_customer_support_pexly

Written by:

Alisa Roskovshenko
Head of Operations Department

Case Study

“Pexly is delivering high-quality, brand-aligned support across email and social media within a fast-paced, KPI-driven environment. Combining strong product knowledge with a solution-oriented approach, they guide customers through order management, returns, billing, and account-related inquiries while providing personalized recommendations on product choice and usage. Acting as both problem-solvers and brand representatives, they handle escalations with a focus on de-escalation and customer satisfaction, ensure accurate documentation, and contribute to continuous operational improvement.”

Beauty Company Bio:

Our customer is an AI-driven luxury cosmetics brand known for combining high-end beauty positioning with data-led personalization. Operating primarily through its direct-to-consumer e-commerce model, the brand focuses on premium-quality makeup and skincare and blends bold creative branding with technology-enabled product matching.

Industry: Premium Makeup Brand, Wellness Products, E-Commerce
HQ: New York, USA
Size: 201-500 employees

Challenge:

Pexly was put up to the task of building a team of agents with an expertise in beauty products and wellness. To be a part of this team, excellent English skills were a must to communicate freely with native speakers and to maintaining the brand’s tone of voice.

The Outcome:

Pexly built together a multi-lingual team with 200 agents, a Team Lead and a Quality Specialist for each country’s market, and a dedicated Project Manager. Our dedicated team of beauty specialists are fully aligned with the client’s premium, customer-centric approach, delivering support across email and social media channels with a strong focus on personalization and brand tone-of-voice. Each inquiry is handled with an empathetic and solution-driven response, combining product expertise with distinctive soft skills.

Numbers:

95% First Response; 85% Customer Satisfaction; 90% Quality Assurance