Brand Experience & CX Associate

What you'll own:

Studio, guest & concierge experience

• Host the Playa Vista studio: set the tone for guests, creators, artists, and partners from arrival through wrap
• Own shade matching as a signature part of the visit. Greet, assess undertone and finish, put the right product in the right hands, and make it feel like an experience rather than a transaction
• Keep the space shoot-ready and on-brand: product staging, sample organization, supplies, and general upkeep
• Run day-to-day operations, including mail and deliveries, scanning, supply ordering, and vendor and visitor coordination
• Keep studio screens and AV in working order, with TVs and monitors set up, connected, and displaying the right content for meetings, shoots, and guest moments
• Plan and schedule team events and internal moments: learning days, celebrations, all-hands, and guest sessions, including calendar, space, food, and setup
• Own the small things that signal care, consistently

Shoot & talent support

• Partner with the Talent Studio team on shoot prep, on-set logistics, and day-of coordination for photo and video
• Support the makeup artist and hair stylist experience on set: call sheets, kit and product needs, timing, and comfort
• Manage product staging and sample tracking across shoots, and keep an accurate record of what went where
• Anticipate and troubleshoot shoot-day issues, escalating to the right owner quickly

Artistry & product education

• Partner with the Talent Studio team on shade matching for creators and talent ahead of and during shoots
• Review inbound influencers and gifting requests against shade, undertone, and finish. Confirm that what was requested will actually look good on the recipient, and recommend swaps when it won't
• Serve as an artistry resource for internal programs: artistry learning days, Tip Tuesdays, and product education moments for the wider company
• Bring product knowledge back to CX, including new launches, wear notes, application tips, and what performs on set

Gifting, PR & seeding

• Manage PR closet and gifting requests end to end: pull, pack, ship, and track
• Maintain closet inventory and flag low or aging stock
• Make sure every package that leaves reflects the brand, because presentation matters as much as the contents

Customer Experience

• Work daily Zendesk tickets, phone calls, and live chats as part of the CX team ([X]% of capacity, hiring team to confirm the split)
• Bring the on-set and studio perspective into CX, and the customer perspective back into the studio
• Help keep the voice consistent between what customers see in content and what they hear from our team
• Support additional CX projects as assigned

What we're looking for:

Required

• Experience in hospitality, guest or client experience, production support, retail beauty, or customer service, or a hybrid of several
• Comfort moving between two very different rhythms: high-energy shoot days and heads-down CX days
• Strong written and verbal communication, with the ability to hold a brand voice
• Highly organized, detail-obsessed, and able to run your own to-do list without being managed through it
• Based in or near Playa Vista and able to work on-site, including shoot days
• Available for a consistent scheduled shift inside the studio's 7:00 AM to 7:00 PM coverage window, with flexibility to shift start and end times around shoot days and to join a weekend rotation as the calendar expands

Strongly preferred

• Beauty artistry background, whether professional makeup artist experience, licensure, or demonstrable fluency in shade matching and undertones. This role touches artistry decisions daily.
• Familiarity with Zendesk or a comparable helpdesk or CRM platform
• Experience on set or supporting content production
• Comfort teaching or presenting to a group, even informally
• Basic AV competence. You can get a screen, a cable, and a video call to cooperate without escalating it
• Event planning or coordination experience, even at a small scale

You'll do well here if you

• Read a room quickly and adjust
• Would rather fix the thing than flag the thing
• Care about how a package looks when it's opened
• Are energized by variety and unbothered by a role still taking its final shape

Why this role:

You'll sit at the intersection of brand and customer, which is the vantage point most people only get one of. You'll build direct relationships with the Talent Studio team, CX leadership, and the creators and artists who shape how Thrive Causemetics shows up. For someone who wants to grow into CX leadership, brand experience, or artistry education, the surface area here is unusually wide.