About Made Glow
Made Glow is the AI-powered mobile beauty marketplace. We connect consumers with vetted, licensed beauty professionals who travel to homes, hotels, and offices for hair, nails, lashes, brows, makeup, skincare, and massage services. Headquartered in Miami Beach, live across Florida.
The role
You'll own the customer experience function end-to-end — support, trust, safety, refund decisions, and the way the Florida community feels about the brand. The role is part player and part coach: today, you're answering tough conversations directly; tomorrow, you're hiring the team and writing the playbooks they'll run.
- Run the support queue. Every consumer and Pro who emails, messages, or calls is your responsibility, directly or through people you've hired.
- Own the trust and safety function — code-of-conduct enforcement, safety case escalation, working with the Pro acquisition team to act on quality issues quickly.
- Own refunds. We back our work with a written satisfaction guarantee — the right judgment calls live with you.
- Build the playbooks, the macros, the SLAs, and the dashboards that let the function scale. You're not just answering tickets, you're building the system that answers them.
- Be the voice of the customer internally. Bring patterns back to product, design, and engineering with enough rigor that we can act on them.
About you
- 5+ years in customer experience, trust & safety, or marketplace operations, with at least 2 years in a leadership or player-coach role.
- You've worked in a marketplace, gig-economy, or regulated-services context. You understand that the right answer is often gray, not green or red.
- Strong written communicator. Tone matters more here than almost anywhere else in the company.
- Operationally rigorous. You can build a triage system, set SLAs, and hold the team to them without losing the warmth.
- Comfortable being on the ground in Florida occasionally — meeting Pros, attending an event, showing up when something serious happens.
- High agency. You don't wait for a process to exist before acting on something that obviously needs to be solved.
Bonus points
- Background in beauty, salons, or licensed personal-care services.
- Experience running a 24/7 or after-hours support function.
- Worked closely with safety teams or law enforcement on incident escalations.
- Comfortable with AI / LLM tooling as a productivity layer for support, without losing the human voice.
Compensation
Equity in every offer plus competitive cash compensation. The cash range and equity grant are confirmed during the interview process so the conversation is grounded in your actual seniority and location, not a copy-paste range. Health, dental, vision, time off, hardware budget, and an annual company retreat are included.
How to apply
Email [email protected] with [Customer Experience Lead] in the subject line. Include:
- A short note about a hard customer situation you handled and what you learned from it.
- The marketplace, gig-economy, or service platform you've worked at and what you owned.
- Your resume or LinkedIn.
We respond to every email. If we want to move forward, you'll hear back within five business days.