Customer Success Associate

Location: Remote, Canada

Work Schedule: Thursday to Monday, 9am to 5pm EST.

Bushbalm is The Bikini Line Skincare Experts, on a mission to be the go-to solution for ingrown hairs, dark spots, and razor bumps—everywhere on the body. We create effective, results-driven products that help people feel confident in their skin, from the bikini line to underarms and beyond.

Born in Ottawa, we’ve grown from a bold idea to one of the city’s most exciting startups—securing a deal on Dragons’ Den and ranking among Ottawa’s fastest-growing companies. With a powerhouse eCommerce presence, a rapidly expanding retail footprint, and a strong network of waxing professionals, we’re disrupting the skincare industry in a big way. At Bushbalm, you’ll join a fast-moving, passionate team where innovation, collaboration, and career growth go hand in hand. If you're ready to make an impact, we’d love to meet you!

Why Join Bushbalm?

• Be part of a rapidly growing and innovative skincare brand making waves in the beauty industry.
• Work in a collaborative and fun environment that values creativity and fresh ideas.
• Gain strong opportunities for career growth and professional development.
• Help expand a brand that is available in Ulta Beauty locations nationwide and 10,000+ waxing salons.

About the Role

As a Customer Success associate on our wholesale team, you’ll serve as the first point of contact for our professional estheticians and studio partners. Your primary focus will be to manage inbound inquiries through email, phone, and chat, delivering timely, knowledgeable, and warm support.

Our professional customers are the heart of Bushbalm’s business. They’re the ones introducing our products to clients in-studio, integrating our wax and aftercare into services, and fueling Bushbalm’s brand recognition. This is why we strive to offer high-touch, human-first support that reflects the value we place on these relationships.

You’ll collaborate cross-functionally across different departments to ensure every Pro has the resources, answers, and care they need to thrive. Whether it’s helping a new esthetician create an account, troubleshooting a shipping delay, or explaining what a vajacial is, you’ll be delivering service that’s clear, solution-oriented, and personalized.

We’re growing quickly—and so is our Pro community. If you love building relationships, solving problems, and helping people succeed, this role is for you.

Responsibilities:

• Respond promptly to inbound customer inquiries via email, phone, and chat, resolving issues related to orders, products, shipping, and accounts for wholesale customers, while providing empathetic, efficient support and escalating complex cases as needed.
• Maintain accurate records of customer interactions and feedback to support continuous improvement in our support processes and overall customer experience.
• Educate customers on product benefits, ingredients, usage, and routine recommendations to enhance satisfaction and drive repeat purchases.
• Manage and resolve returns, exchanges, and refund requests, ensuring timely and brand-aligned outcomes.
• Collaborate with internal teams (e.g., operations, marketing, sales) to resolve customer issues and improve processes.
• Meet or exceed first response time, resolution time, and customer satisfaction goals (e.g., CSAT)

Who You Are:

• 1–2 years of experience in customer support, customer success, or a similar client-facing role - preferably in e-commerce, beauty, or wellness.
• Excellent written and verbal communication skills, with the ability to convey information clearly and empathetically.
• Experience using support tools such as help desk software (e.g., Gorgias, Hubspot), order platforms (e.g., Shopify), and CRM systems.
• Attention to detail and organizational skills, with experience maintaining accurate records and following up on open issues.
• Flexible availability, including occasional weekends or holidays, depending on business needs.
• Ability to speak French and or Spanish is considered an asset but not required.

Perks & Benefits:

• Competitive salary and comprehensive benefits package.
• Flexible work environment.
• Health and wellness benefits, including a lifestyle spending account.
• Professional development opportunities to support career growth.
• Free access to our award-winning products.
• Inclusive and dynamic company culture with team-building events.

Join us in redefining body care and making an impact in the beauty industry!