Customer success manager

About the Company

Slavic Gold Studio is a leading premium beauty salon specializing in K-tip hair extensions made with authentic Slavic hair. With a reputation for excellence and precision, we are proud to serve clients seeking luxury, care, and customized service experiences. Our team is growing, and we’re looking for a dedicated Customer Success Manager to be the front line of communication for our valued clients.

About the Role

As our Customer Success Manager, you will play a critical role in converting inquiries into bookings, providing professional and warm support to each potential client, and managing every step of their service journey. You will be the voice of the brand — educating, advising, and guiding clients toward the right services while ensuring all interactions reflect our high standards of excellence and care.

This is not a passive receptionist role — we are looking for someone sales- and service-driven, who understands how to actively listen, upsell, manage schedules, and ensure a seamless client experience from the first touchpoint to final follow-up.

Key Responsibilities

Client Communication & Sales

• Answer inbound calls, respond to direct messages, and handle online inquiries in a timely and friendly manner
• Present services, stylists, and pricing options clearly, enthusiastically, and with confidence
• Use scripts, presentation techniques, and emotional triggers to convert inquiries into bookings
• Educate clients about service benefits, stylist experience levels, and hair extension options (K-tip, hair type, etc.)
• Upsell and cross-sell services where appropriate (e.g., re-installations, treatments, care kits)
• Handle objections with empathy, flexibility, and professionalism
• Provide custom recommendations based on client needs and preferences

Booking & CRM Management

• Book appointments in the salon’s scheduling system (via CRM)
• Track stylist availability and manage the daily/weekly booking calendar
• Update client profiles and appointment notes with accuracy
• Monitor upcoming visits, confirmations, and client reminders
• Reschedule appointments as needed and fill available slots proactively
• Ensure 100% accuracy in client records, service types, and follow-up tasks

Customer Journey & Process Oversight

• Follow the full customer lifecycle from inquiry to booking to follow-up
• Guide new clients through the consultation and pre-appointment process
• Track rebooking opportunities and loyalty benefits for repeat clients
• Resolve client concerns or special cases (e.g., late arrivals, rescheduling, dissatisfaction)
• Report any service or client feedback issues to the salon manager

Ideal Candidate Profile

• We are specifically looking for a female candidate who is punctual and sociable — someone who respects time and connects easily with people
• Minimum 2 years of experience in a similar customer service, dispatcher, or salon administrator role
• Knowledge of the beauty industry strongly preferred
• Strong sales orientation with experience in upselling and cross-selling
• Professional communication skills (verbal and written) — clear, confident, and empathetic
• Tech-savvy: confident working with CRM systems, scheduling software, and online chat platforms
• Comfortable with high-volume client interactions and multitasking
• Organized, detail-oriented, and calm under pressure
• Able to follow scripts, checklists, and established business processes while adapting to each client
• Fluent in English

What We Offer

• Remote work format (home-based, stable internet required) with structured training and daily support
• Work in a U.S.-based company with high service standards and growth potential
• We are hiring two dispatchers for two shifts:
  • Morning Shift: 8:00 AM — 2:00 PM (PST)
  • Afternoon Shift: 2:00 PM — 9:00 PM (PST)
• Flexible scheduling within assigned shifts; stable long-term cooperation
• Performance-based bonuses and growth opportunities
• Dynamic, supportive team environment
• Clear SOPs and onboarding process

How to Apply

If you’re passionate about client care, confident on the phone, and excited to help clients transform their look and confidence — we’d love to meet you. Submit your resume and a short note about why you’re the right fit for this role.