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Counter Support Operations Specialist

Department: Counter Support
Location: Santa Monica, CA

One by one, we are leading a movement to a future where all beauty is clean beauty. We are powered by people, and our collective mission is to get safer products into the hands of everyone. Formulate, advocate & educate- that's our motto for creating products that truly perform while holding ourselves to unparalleled standards of safety.


It's really this simple: Beauty should be good for you.

The Operations Specialist is responsible for coordinating operational tasks such as processing returns, communication with the Ops Team and 3PL, troubleshooting and reporting technical issues, and keeping Counter Support up to date on updates received from all cross-functional partners. The Specialist will also support any special projects involving data entry in accounts like credits, refunds and Fraud. Support RMAS and analyze why products are returned to their employer. Coordinate the processing of returns and analyzing the specific issues with the products returned or trends. The Operations Specialist has the discretion to make decisions as to whether returns should be accepted or not.


  • Coordinate and oversee the processing of all received returns within our processing times and keep accurate records of all returns.
  • Manage Counter Operation inbox to provide answers to Counter Support Team on operational requests or questions.
  • Enter and analyze data and identify trends in repair and replacement requests.
  • Coordinate processing of lost/stolen shipments with FedEx/DHL using COGS and keep a record of claims submitted.
  • Support any special projects such as refunding backorders, duplicate orders, manual product credit entry when necessary.
  • Support Counter Support external team with special orders, cancel, edit and split requests.
  • Reporting/Tracking of warehouse mistakes and issues to request decrease in costs.
  • Assist/troubleshoot any potential issues that arise through the day and report any tech related issues to Technology Department and ensure Counter Support is informed of all ongoing technical issues.


  • Associate’s degree.
  • Customer Service experience in similar position/related field preferred
  • Experience with technical support or software application support preferred but not required
  • Ability to grasp complex system workflows, to understand cause and effect for actions issues to distinguish between user error and actual system defects
  • Skilled with Microsoft Office Programs (Word, Excel, Outlook, One Drive, etc.)
  • Perform duties and responsibilities independently
  • Ability to analyze special projects and reports
  • Considerable discretion to sensitive customer data/information

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