Takara's Luxy Hair story begins like many customers'...she was looking for a tutorial on how to use a curling iron without getting those weird creases from the clamp, and came across a recommended Luxy Hair tutorial. She began following Luxy Hair, and after graduating university stumbled upon a job posting for a Customer Experience position. She says she loved everything about the company, wanting to be part of a small but growing team. Luxy Hair was a perfect match, and Takara now leads the Customer Experience department five years later.
My job at Luxy Hair is to make sure that our customers are happy, and that they’re having the best possible experience with our company.
What does a typical day at the office look like for you?
First, iced coffee. Then, I go through my personal inbox and respond to any urgent emails, then review my priorities for the day so I get the jist of how my day will look.
I’ll then start off with customer emails in the morning to ensure our customers are taken care of and to see if there is any feedback or issues that need to be brought up to other departments of the team. My afternoons are typically spent working on different tasks like looking into new apps, services or programs we can use to improve the overall customer experience, or working on new processes for the Customer Service team, and making sure that our team is aligned and knows what their priorities are for the week.
In between all of this, there’s a lot of laughs, jokes, and dog pictures with the Luxy team!
Why do you like working at Luxy Hair?
1. The people that I work with. Everyone here is so supportive, kind, and truly a genius at what they do. I couldn't ask for a better group of colleagues to work with.
2. The office culture and environment. We are a team that also works partially remote, but that hasn't taken away from our team vibe - we play Zoom bingo, we have a Slack channel about dogs and cats, and so much more.
3. The opportunity and growth available to you. Your bosses here genuinely care about ensuring that you’re on the right path to the career and personal goals you want in life.
What’s the difference between Customer Service and Customer Experience?
Here at Luxy Hair, we value our customers over everything. Customer Service is about the communication we have with our customers directly - ensuring that we're taking care of them pre and post-purchase with any questions they have, and that we're listening to complaints and feedback and passing that along to our Product Manager.
Customer Experience is about thinking of all of the touchpoints the customer has throughout the buying journey and constantly looking for ways to improve that. Everything from the educational material you see on our website, to the payment methods we offer at checkout. Our team is constantly thinking of ways to make your experience pain-free, seamless and most importantly - enjoyable!
Where are you from?
I grew up in the suburbs and have now been living in Toronto for almost 10 years. My background is a mixture of Scottish/Cantonese.
What is your favorite smell?
I always gravitate to anything mint-scented.
What is your night routine?
My evenings are mostly spent with my dog and catching up with my fiance on how our day was. Once I get home from work, we usually take about a 20-30 minute walk with our dog and talk about any highlights of the day. Once we get back home - the work clothes come off and the comfy clothes come on. We’ll usually cook dinner together, play with the dog, and watch an episode of some Netflix or TLC show we’re binging. I usually do a few clean-up chores around the house before bed, then I call it a night.
What is your favorite holiday and why?
Christmas – but this comes to no surprise at everyone in the office. I’m that person that starts playing Christmas music on November 1st, on the dot.
Do you make your bed every morning?
Absolutely. I can’t leave my apartment if it’s not made.
Favorite pizza toppings?
I like to keep it simple—(vegan) cheese only!
What’s your office uniform?
Business casual. I like to look nice and presentable but feel comfortable, too. In the winter, you’ll find me in black jeans and booties with rotating sweaters. In the summer, you’ll find me in off-shoulder dresses.