Full-Time
Director of Customer Experience
Thrive Causemetics
51-200 employees
Direct-to-consumer luxury cosmetics with philanthropy
Compensation Overview
$150k - $175k/yr
No H1B Sponsorship
Los Angeles, CA, USA
In Person
 Customer Experience & Support (2) |
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- Ten or more years of experience leading customer experience or customer care functions in a rapidly scaling direct-to-consumer and/or omnichannel retail environment
- Five or more years of team management experience, including hybrid or distributed teams, with a history of coaching and developing diverse roles across customer support and education
- Deep passion for beauty with a pulse on trends, ingredients, and education; brings a brand-first lens to every CX touchpoint
- Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences
- Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels
- Proven success in evolving CX operations and processes, not just preserving the human element but elevating it through thoughtful systems, refined service standards, and meaningful personalization
- Passion for embedding CX into the fabric of the business, positioning the team as strategic partners and ensuring their voice shapes decisions at every level
- Experience cultivating a team culture that blends customer support excellence with brand fluency, building a group of true beauty and brand experts who are aligned, empowered, and future-focused
- Expertise in platforms such as Zendesk and complementary tools for loyalty, reviews, returns, and service automation, along with curiosity for emerging tech and AI that enhance both team and customer outcomes
- Exceptional communication and interpersonal skills, with the ability to lead with empathy, clarity, and consistency while inspiring and galvanizing teams
- A genuine love for the beauty space and a belief in the power of education, storytelling, and care to turn customers into lifelong advocates
- Authorized to work in the United States without current or future sponsorship for an immigration-related work benefit (no H-1B, F-1 CPT, OPT, or STEM OPT applicants)
- Be a Beauty Maven and Brand Ambassador: Foster a beauty-first service culture. Lead by example as a true brand evangelist, inspiring your team to embrace and embody Thrive Causemetics’ values and mission. Stay ahead of beauty trends, product innovation, and customer preferences to ensure our team is equipped to provide knowledgeable, empowering, and genuinely delightful guidance.
- Team Leadership and Development: Provide clear structure, coaching, and support to a growing team that includes customer support specialists, beauty advisors, and outsourced partners. Establish leadership pathways and skill development programs that foster a high-performance, inclusive culture where people feel empowered and proud of their work.
- Customer Experience Innovation: Champion the use of modern technologies including AI, automation, and advanced CX platforms to enhance ticket handling, resolution speed, and service efficiency while preserving the warmth and personalization that define our brand.
- Omnichannel Service Strategy: Architect a consistent, branded service experience that spans ecommerce, in-store retail and wholesale, and social commerce. Ensure our tone, responsiveness, and quality standards remain cohesive across all platforms and time zones.
- Customer Education and Product Expertise: Partner closely with CX leads to ensure our beauty advisors are equipped with deep product knowledge and brand fluency, enabling exceptional, tailored guidance and education across every channel.
- Cross-Functional Collaboration: Serve as a key connector between CX and other teams by working closely with Ecommerce, Social, Brand, Retail, and Operations to ensure the customer’s voice is embedded in company-wide strategy and execution.
- Insights and Continuous Improvement: Leverage customer feedback, team insights, and data to identify friction points and unlock opportunities. Build systems that drive improvements in NPS, engagement, loyalty, and team performance.
- Vision and Execution: Define a long-term strategy for how CX contributes to our Bigger Than Beauty™ mission. Implement operating goals, quality benchmarks, and reporting frameworks that reinforce a culture of service excellence and strategic impact.
- 10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment
- 5+ years of team management experience, including hybrid or distributed teams, with a history of coaching and developing diverse roles across customer support and education
- Deep passion for beauty with a pulse on trends, ingredients, and education; brings a brand-first lens to every CX touchpoint
- Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences
- Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels
- Proven success in evolving CX operations and processes, not just preserving the human element but elevating it through thoughtful systems, refined service standards, and meaningful personalization
- Passion for embedding CX into the fabric of the business, positioning the team as strategic partners and ensuring their voice shapes decisions at every level
- Experience cultivating a team culture that blends customer support excellence with brand fluency, building a group of true beauty and brand experts who are aligned, empowered, and future-focused
- Expertise in platforms such as Zendesk and complementary tools for loyalty, reviews, returns, and service automation, along with curiosity for emerging tech and AI that enhance both team and customer outcomes
- Exceptional communication and interpersonal skills, with the ability to lead with empathy, clarity, and consistency while inspiring and galvanizing teams
- A genuine love for the beauty space and a belief in the power of education, storytelling, and care to turn customers into lifelong advocates
- Thrive Causemetics is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. without current or future sponsorship for an immigration-related work benefit. Thrive Causemetics does not hire H-1B, F-1 CPT, OPT, or STEM OPT candidates for this role.
Thrive Causemetics offers luxury, high-performance cosmetics across mascaras, eyeliners, eyeshadows, primers, concealers, blushes, bronzers, highlighters, lip products, and makeup tools, sold primarily on thrivecausemetics.com. Its products are designed for long wear and versatility to meet various makeup needs. A key differentiator is its philanthropic model: for every product purchased, the company donates to empower women and support charitable organizations through the “Bigger Than Beauty” mission, totaling over $25 million in funds and products donated in 2022. The goal is to provide high-quality cosmetics while making a tangible positive impact in communities through its purchases.
Company Size
51-200
Company Stage
Series A
Total Funding
$15.3M
Headquarters
Seattle, Washington
Founded
2013
Simplify's Take
What believers are saying
- Expanded skincare line with Sunproof SPF 37 and primers captures growing sun protection market.
- Anniversary collection and seasonal launches drive repeat purchases and customer engagement.
- $500K wildfire relief donation strengthens brand loyalty among socially conscious consumers.
What critics are saying
- August 2018 class-action lawsuit alleges false charitable donation claims damage brand credibility.
- February 2021 ADA accessibility lawsuit over website compliance exposes operational vulnerabilities.
- Homosalate and octisalate UV filters degrade rapidly, risking FDA recalls and competitor displacement.
What makes Thrive Causemetics unique
- Founder Karissa Bodnar built $150M+ donation track record since 2015 across 600+ nonprofits.
- Direct-to-consumer model with luxury positioning attracts socially conscious, premium-paying customers.
- Woman-owned, purpose-driven brand resonates with beauty enthusiasts seeking social impact alignment.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Retirement Plan
401(k) Company Match
Paid Vacation
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 2%2 year growth
↓ -5%Thrive Causemetics releases EmpowerGloss ahead of Women's History Month. The buildable serum-gloss hybrid provides 24-hour moisture in eight hues. Purpose-driven beauty brand Thrive Causemetics has introduced a new lip product, ahead of Women's History Month: EmpowerGloss Ultra-Glossy Lip Serum. Touted to "smooth like a serum and shine like a gloss," EmpowerGloss is available in eight shades. It provides 24-hour moisture and designed to deliver hydration and a naturally fuller-looking pout. The buildable serum-gloss hybrid can be worn sheer for a fresh, hydrated look or layered for a bold, high-gloss finish. EmpowerGloss Ultra-Glossy Lip Serum retails for $28 at thrivecausemetics.com.
Thrive Causemetics has introduced a new seasonal variant of its Hero(TM) Liquid Balm Lip Treatment.
Thrive Causemetics Inc. is proud to announce the launch of the Los Angeles Wildfire Recovery Scholarship, a $100,000 initiative to support students whose lives were directly impacted by the devastating wildfires earlier this year.
Born from a personal mission to provide clinically-proven, clean cosmetics to those with compromised immune systems after losing her close friend, Kristy Lemond to cancer at just 24 years old, Bodnar's vision has gone above and beyond that as she strives to make tangible difference in the world through giving back. Since 2015, Thrive Causemetics® has donated over $150 MILLION in funds and products to over 600 non-profit organizations that help communities enduring cancer, emerging from homelessness, surviving domestic abuse, fighting for racial and social justice, pursuing education, supporting LGBTQ+ causes, uplifting underserved marginalized youth, and assisting military + veterans. Most recently, the brand's commitment to creating positive change recently included a $500,000 donation to wildfire relief efforts in Los Angeles. "When I created Thrive Causemetics® from my one-bedroom apartment and formulated our first products in my kitchen, I could only imagine we'd be celebrating 10 years of impact with a global community of customers who believe in beauty that gives back," said Bodnar. "This milestone is a testament to the power of purpose-driven business fueled by YOU, our customers. "I'm so proud that we've stayed true to being woman-owned, backed by a community who believes every beauty choice can make a real difference
Lara Eurdolian expressed her gratitude, saying, "We're thrilled and humbled to see the warm reception of Charlie's story. This book is all about embracing different families and the love that unites them. It's been an incredible journey, and we're honored to share it with the world.". .