Luxury beauty brand

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

Written by:

Alisa Roskovshenko Head of Operations Department

Beauty Brand Company

Company Profile:

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

AI & Human Hybrid Customer Support

Omnichannel Automation

Multilingual Support (chat, email, calls, web, social)

Customized E-commerce Support

The 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.

Specialized Expertise Required

High Language Proficiency

Brand Alignment:

The brand needed a team of agents with a strong background and expertise in beauty products and wellness.

Excellent English skills were mandatory to communicate freely with native speakers

It was crucial to seamlessly maintain the luxury brand’s distinctive tone of voice across all interactions

The Outcome:

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.

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.

• Scalable Multilingual Team: Built a 200-agent multilingual team, complete with a Team Lead and Quality Specialist for each market, plus a dedicated Project Manager
• Omnichannel Support: Delivered personalized support across email and social media platforms
• Empathetic Customer Care: Handled inquiries with a solution-driven response, combining product expertise with strong soft skills to align with the client’s customer-centric approach

First Response

Customer Satisfaction

98% CSAT

Quality Assurance

Customer Testimonial:

“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.”

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