Sr. Customer Experience Representative

Evolus (NASDAQ: EOLS) is a performance beauty company focused on delivering breakthrough products. About the Role The Sr. Customer Experience Representative reports to the Sr. Manager, Customer Experience and is responsible for delivering exceptional service while managing complex customer inquiries, operational workflows, and escalated issues that require advanced troubleshooting and cross‑functional collaboration. This role serves as an expert for customer‑facing systems, programs, and processes, supporting customers, providers, sales partners, and internal stakeholders. Responsibilities Respond to complex customer inquiries and escalated issues via phone, email, and other communication channels while ensuring a positive customer experience. Resolve advanced customer, provider, and operational issues through research, analysis, and collaboration with internal and external stakeholders. Serve as an expert for customer‑facing systems and operational workflows, including Salesforce, NetSuite, loyalty programs, subscription management, and order fulfillment processes. Manage order exceptions, shipment issues, account discrepancies, promotional requests, and other customer‑related operational challenges. Assist with monitoring customer rewards and loyalty programs, including investigating and resolving escalated concerns in partnership with internal stakeholders. Collaborate with Sales, Marketing, Digital, Finance, Medical Affairs, Engineering, Loyalty, and third‑party vendors to resolve customer and operational issues. Troubleshoot issues across multiple business platforms and systems to ensure timely resolution and continuity of service. Participate in process improvement initiatives and provide recommendations to enhance operational efficiency and the customer’s experience. Serve as a resource for team members by sharing knowledge of systems, processes, and best practices. Support special projects, business initiatives, and evolving operational processes as assigned. Office Location - Newport Beach (hybrid onsite Tuesday, Wednesday and Thursday). Qualifications Bachelor’s degree or equivalent work experience. 3+ years of experience in customer service, customer experience, account support, or related customer‑facing roles. Strong knowledge of customer service operations, order management, account maintenance, and issue resolution processes. Excellent verbal and written communication skills with the ability to communicate effectively across all levels of the organization. Proven ability to manage multiple priorities in a fast‑paced, highly collaborative environment. Proficiency with CRM, ERP, and customer support systems. Advanced organizational, time‑management, and project coordination skills. Strong attention to detail and commitment to delivering high‑quality customer experiences. Preferred Qualifications Experience supporting healthcare, medical device, pharmaceutical, or aesthetics. Experience with Salesforce, NetSuite, DocuSign, UPS systems, or similar platforms. Experience supporting customer loyalty, rewards, or subscription‑based programs. Experience participating in quality assurance or operational excellence initiatives. Familiarity with cross‑functional business processes involving Sales, Marketing, Accounting, and Operations. Benefits Compensation for this non‑exempt position is $25.77 /hour to $32.22 /hour. Eligible for an annual bonus, new‑hire equity, RSUs, stock options, discretionary bonuses. Benefits include medical, dental, vision, life insurance, short‑term disability, 401(k) match, flexible paid time off, and additional perks such as catered team meals and a stocked kitchen.

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