Join the team at LOLA

Creative Director — New York, NY

Role Summary:

LOLA is looking for a highly intuitive and thoughtful Creative Director with exceptional storytelling skills to bring LOLA’s brand narrative to the next level, creating an internal agency that spans design, digital, product, editorial, video, and more. This person will create immersive, end-to-end brand experiences across multiple customer touchpoints, working cross-functionally across the business to understand, conceptualize, engage, and expand our community. You are someone who cares deeply about the work you do with a curiosity to push boundaries within an already dynamic and authentic brand. As our first in-house creative hire, you have an enormous opportunity to implement creative processes from scratch and build your own amazing team in-house as well as develop an arsenal of talented freelancers.

What you'll do:

  • Create engaging work on traditional and non-traditional channels focused on engaging, educating, and acquiring a diverse audience of customers through projects ranging from brand/campaigns to digital content and other initiatives requiring creative input
  • Build and manage LOLA’s creative team and resources with both in-house and external support; in other words, you own everything copy, photography, production, and creative operations
  • Advocate for designers, their processes, and proposed solutions, and within a world of resource constraints, promote scrappiness and high decision velocity
  • Play a leadership role in guiding strategic creative decisions and gain buy-in from stakeholders on proposed creative solutions, partnering with key stakeholders, specifically marketing, digital product, and physical product, to ensure creative work is addressing LOLA’s strategic goals
  • Ensure that LOLA’s established look-and-feel and voice is successfully implemented across projects, helping to maintain consistency across all channels while driving evolution of visual systems as we continue to grow into new markets, partnerships, etc.
  • Be the internal and external advocate for the LOLA brand (voice, tone, design, etc)

Who you are:

  • 4+ years full-time, professional design experience, preferably with print and brand development background, proficient in Illustrator, Photoshop, InDesign
  • A strong portfolio demonstrating a passion and ability to lead creative initiatives across a wide range of platforms (TV, web, print, OOH). You’ve led projects through full strategic and creative development: research, strategy (why and how), naming, copywriting, and content development
  • A nuanced understanding of the LOLA brand, voice, and mission
  • Exceptional type and design skills a must
  • Strong project management and organization skills, with an extreme, almost exasperating level of attention to detail
  • Comfortable working autonomously and collaboratively
  • Ability to thrive in a fast-paced startup environment, with a love of technology equal to art/copy
  • Eager to take on new challenges, implement new approaches and ideas, grow, test, and learn
  • Demonstrated experience of building and developing teams with clear goals and impact
  • 10+ years experience working either in-house or at an agency

Interested? Email jobs@mylola.com with the title of the role in the subject line.

Customer Experience Manager — New York, NY

Role Summary:

The Customer Team
At LOLA, one of our core values is being customer-first. Our Customer team’s mission is to deliver best-in-class service and to be trusted advisors to help women make informed decisions about how to care for their bodies. We facilitate ideas and conversations across the business to help make our customer’s voices heard and continuously improve the customer journey.

The CX Manager role
As a Manager on our Customer team, you’ll drive strategic and operational direction to ensure we’re exceeding customer expectations and delighting our community. You’ll work directly with the Senior Manager to help manage LOLA’s day-to-day customer service operations. You will lead by example in daily customer interactions, optimize the support infrastructure, and implement programs to delight our customers. You will also manage our growing part-time program. As an early hire on the Customer team, you’ll help us build a community of loyal customers by delivering on our mission to provide exceptional service.

What you'll do:

Provide exemplary customer service:

  • Support the full Customer team in delivering best-in-class customer service with empathy, timeliness, and transparency across channels
  • Be a trusted advisor to our community, helping women make informed decisions about how to care for their bodies throughout their lives
  • Embody the LOLA brand in tone and voice in every customer interaction, and help coach CX Associates to do the same
  • Creatively find customer-first solutions to every problem, going above and beyond to create immense customer excitement and loyalty
  • Be hands-on and lead by example to ensure LOLA can hit key customer team KPI’s, especially at key brand moments (e.g., new product launches, marketing activations, etc)

Operational excellence:

  • Improve our service infrastructure and processes to best enable the team to efficiently and effectively deliver best-in-class customer service
  • Proactively help the team achieve key goals, including first response time and customer satisfaction, consistently achieving improvements
  • Monitor inbound CX volume daily across channels, analyzing key drivers, suggesting ways to reduce volume, and driving projects to completion

People and leadership:

  • Synthesize trends identified by CX Associates in real-time to diagnose, triage issues and proactively recommend and implement solutions across the business
  • Manage the part-time CX Associate program, including onboarding, training, quality assessment, weekly 1-on-1’s, and professional development

Reporting & analytics:

  • Report on KPIs, identifying trends and synthesizing customer feedback into strategic recommendations to achieve our goals
  • Automate the cross-functional reporting infrastructure to ensure reliable data can be used to drive decisions on how to best drive customer loyalty and retention

Deliver customer insights:

  • Be an expert in LOLA’s products, tech stack, and customers, using that knowledge to work cross-functionally to share feedback and advocate on behalf of our customers
  • Work with the Senior Manager to identify specific high-impact and cross-functional projects to drive value across the customer journey; work across the business to implement, track, and assess

Who you are:

Experience:

  • You have a Bachelor’s degree from a top-tier university
  • You have 3 - 6 years of work experience
  • You have at least 2 years of work experience in a customer service role and are an expert in delivering high quality service
  • You have experience managing people and take pride in your team’s performance
  • You’ve worked at a fast-paced start-up and have a “roll up your sleeves” attitude
  • eCommerce experience a plus

Skills:

  • You are a highly empathetic and effective communicator who understands the customer’s perspective and can craft messaging to resolve any issue that arises
  • You make everything better — you build new processes and improve unoptimized ones
  • You are solution oriented and can drive a problem from identification, solution generation, and cross-functional partnership to provide solutions across the business
  • You have a ‘no task is too small’ attitude, a top-notch work ethic, and are full of dedication, grit, and sincerity
  • You’re able to manage multiple people and projects. You deliver on time, every time.
  • You have a strong interest in ecommerce and support LOLA’s mission to be a lifelong brand for women’s reproductive health and wellness
  • You love customers and are passionate about building an exceptional experience across the LOLA customer's journey

Interested? Email jobs@mylola.com with the title of the role in the subject line.

Customer Experience Associate — New York, NY

Role Summary:

LOLA is looking for empathetic problem solvers to help us provide best-in-class customer service and advocate for our community. As a full-time member of our Customer Experience team, you’ll be responsible for answering daily customer inquiries via email, phone, and live chat. You’ll also collaborate cross-functionally with the LOLA team to proactively anticipate and meet our customers’ needs. We’re looking for someone who has a passion for customer service and is excited to support LOLA’s continued growth!

What you'll do:

Provide exemplary customer service:

  • Deliver best-in-class customer service with empathy, timeliness, and transparency
  • Be a trusted advisor to our community, helping women make informed decisions about how to care for their bodies
  • Embody the LOLA brand in tone and voice in every customer interaction
  • Creatively find customer-first solutions to every problem, going above and beyond to create immense customer excitement and loyalty
  • Build relationships with our customers in both digital and physical format, including ‘surprise and delight’ initiatives to delight our customers

Deliver customer insights:

  • Coordinate with the full Customer team to identify trends in real-time and proactively implement solutions
  • Become an expert in LOLA’s customers and help share insights with the broader LOLA team, including operations, marketing, product development, and tech
  • Take on specific high-impact and cross-functional projects, as scoped with your manager

Who you are:

Experience:

  • You have a Bachelor’s degree from a top-tier university
  • You have experience in customer service or working directly with customers
  • Start-up experience a plus

Skills:

  • A highly empathetic and effective communicator who understands the customer’s perspective and can adapt communication accordingly
  • You have excellent interpersonal and communication skills, and are comfortable talking about any health or wellness topic
  • You are solution oriented, know how to read people, and can think creatively to achieve win-win outcomes
  • You have a ‘no task is too small’ attitude, a top-notch work ethic, and are full of energy, grit, and sincerity
  • You have a strong interest in ecommerce and support LOLA’s mission to be a lifelong brand for women’s reproductive health and wellness
  • You love customers and are passionate about delivering exceptional customer service to the LOLA community

Application Process:

Please keep in mind this interview process is catered to the candidate and typically includes multiple in-person interviews and one written exercise.

Interested? Email jobs@mylola.com  with a copy of your resume and a short answer to the following question: “Tell us about one time you went above and beyond to help a team member, client, or customer.” (Fewer than 100 words)

Part-time Customer Experience Associate — New York, NY

Commitment: 18 - 25 hours per week

Role Summary:

LOLA is looking for empathetic problem solvers to help us provide best-in-class customer service. As a member of our Customer Experience team, you’ll work remotely, visiting the LOLA office in Manhattan once per week. This role is a great opportunity to learn more about our brand while assisting our customers via email and live chat. We’re looking for someone who has a passion for customer service and is excited to support LOLA’s continued growth!

What you'll do:

Provide exemplary customer service:

  • Act as the voice of LOLA to customers and other external stakeholders
  • Deliver exceptional customer service in a timely manner via email and live chat, hitting key metrics on both speed and customer happiness
  • Master our internal order systems to efficiently and effectively manage customers’ subscriptions and grow customer relationships
  • Identify and execute opportunities to go above and beyond to delight our customers
  • Become an expert in LOLA’s customers and flag relevant technical, operational, or product issues as they arise

Who you are:

  • A highly empathetic and effective communicator who understands the customer’s perspective and can adapt communication accordingly
  • You are autonomous, self-managed and resourceful
  • You are detail oriented, knowing that every interaction you have represents the brand
  • You have a ‘no task is too small’ attitude, and are full of energy, grit, and sincerity
  • You have a strong interest in ecommerce and support LOLA’s mission to be a lifelong brand for women’s reproductive health and wellness
  • You love customers and are passionate about delivering exceptional customer service
  • Prior customer service experience is a plus

Logistics:

  • Able to work no fewer than 18 hours per week in 3 to 8 hour shifts
  • Bonus points if you’re available on weekends, evenings or early mornings

Interested? Email jobs@mylola.com with the title of the role in the subject line. Please include a copy of your resume and a short answer to the following question: “Tell us about one time you went above and beyond to help a team member, client, or customer.” (Fewer than 100 words)