Pearl West

Analyst

• Evaluate customer interactions across email, chat, and voice channels
• Conduct quality evaluations and provide actionable coaching
• Identify performance trends and recommend process improvements
• Prepare regular QA reports
• Collaborate with Customer Experience leadership

Quality Analyst

Customer Retention Specialist

• Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
• Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
• Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues
• Maintain accurate and complete customer interaction records
• Identify recurring issues and suggest improvements to processes or templates
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
• Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)

Customer Retention Associate – Voice

General

• Design and deploy end-to-end automation workflows using n8n, Make, and Google Apps Script
• Connect APIs, CRMs, eComm platforms, spreadsheets, and internal tools to centralize and streamline business processes
• Troubleshoot broken workflows and improve system reliability and scalability
• Collaborate with marketing, CS, finance, and operations teams to identify bottlenecks and build automation solutions
• Document all automation flows, logic paths, and key processes
• Maintain a repository of reusable scripts and modules for future use
• Train team members on how to use or trigger specific automations when necessary

Automation Specialist, N8N, Make, Google Apps Script

• Monitor all open orders across fulfillment channels in real time, with a focus on tracking movement, carrier handoffs, and delivery confirmation.
• Proactively identify stalled orders (no tracking movement for 48+ hours) before they generate CS tickets or customer complaints.
• Flag fulfillment patterns — bulk carrier failures, pick-up delays, wrong items shipped — to Supply Chain leadership and CS within defined SLAs.
• Serve as the primary point of contact between 3PL vendors and internal teams for all post-dispatch, pre-delivery order issues.
• Own the escalation process when fulfillment failures are identified: document the issue, quantify the impact (order count, date range, failure type), and route to the right stakeholder with urgency.
• Provide CS with accurate, timely status updates on affected orders so agents can confidently respond to customers still waiting.
• Maintain a log of escalations and resolutions to support pattern recognition and process improvement.
• Track 3PL performance against defined SLAs and flag recurring failures (pick-up delays, scan gaps, misroutes) to Supply Chain leadership.
• Lead chargeback recovery efforts with 3PL partners for fulfillment failures within your scope, documenting affected orders and coordinating with Supply Chain for formal claims.
• Support OMS monitoring and translate data into actionable insight for leadership.

Order Fulfillment Specialist

Supply Chain

• Support inventory planning, sourcing coordination, and supply chain operations.
• Research and identify suppliers and manufacturers.
• Coordinate with suppliers on pricing, MOQs, lead times, and samples.
• Monitor inventory levels and prepare purchase orders.
• Track inbound shipments and coordinate with 3PLs and warehouses.
• Assist with data entry, audits, and documentation across workflows.

Senior Supply Chain Associate

Influencer Marketing

• Own Creator Acquisition Strategy for TikTok Shops: Build a high-performing network of creators who can drive revenue on TikTok Shops, including affiliates, influencers, and UGC talent.
• Grow TAP & Creator Agency Partnerships: Identify and develop deep relationships with TAPs (TikTok Agency Partners) and third-party creator agencies. Expand these partnerships into scalable deal flow, consistent performance, and content output.
• Put Top Creators on Retainer & Commission Models: Secure creators on monthly retainers, hybrid commission models, or CPA arrangements. Build loyalty and ensure consistent product promotion.
• Sourcing & Recruitment: Leverage internal tools, creator marketplaces, agency networks, and social media to recruit net-new creators weekly. Build and manage a structured creator pipeline with performance tracking.
• Campaign Execution & Briefing: Manage full-funnel execution from content brief development to creator onboarding, delivery timelines, and product fulfillment.
• Community Building & Retention: Create and nurture an engaged creator community through Slack, Discord, or private groups. Offer training, perks, and feedback loops to drive motivation and retention.
• Performance Tracking & Optimization: Analyze individual creator performance (CTR, CPA, ROAS), deliver feedback, and adjust strategy. Focus on scalable wins and rapidly eliminate underperformers.
• Cross-Functional Alignment: Work closely with growth, creative, and media teams to plug top-performing content into paid campaigns, whitelisting, and top-of-funnel strategy

Creator Manager – Influencer Growth Engine

Account Manager

• Identify up-and-coming creators across YouTube, Instagram, and TikTok—especially in fitness, wellness, health, and performance niches.
• Build curated lists of high-potential creators per week who align with our brand aesthetics, values, and customer psychographics.
• Analyze creator engagement, audience quality, content style, and growth velocity to determine breakout potential.
• Collaborate with internal teams to align creator selections with product launches, brand campaigns, and category goals.
• Source relevant creator contact details and support outreach or intros to facilitate partnerships.
• Stay on top of platform trends, subcultures, and emerging content formats.

Director of Influencer and Ambassador Partnerships

Ecommerce

• Conduct deep product research to identify compelling USPs and unique mechanisms
• Write landing pages, ads, and email campaigns that convert across eCommerce platforms
• Use AI tools like Claude AI and ChatGPT to improve speed and efficiency without compromising quality
• Analyze performance data and A/B test different messaging angles
• Collaborate with design and marketing to ensure aligned visuals and copy
• Deliver polished, research-backed copy assets on time and optimized for impact