About the job
Job Summary:
As a Customer Success Loyalty Support Specialist at Revance, you will be integral in nurturing enduring customer relationships and promoting brand loyalty. This position combines personalized service with proactive outreach, ensuring customers receive outstanding support throughout their journey with us. You will oversee consumer loyalty and rewards initiatives, address complex inquiries, and serve as a champion for both our customers and the Revance brand. Your contributions are vital in enhancing customer retention, satisfaction, and overall lifetime value.
Reporting to: Customer Success Loyalty Support Supervisor
Location: Hybrid in Nashville, TN; remote in all other locations
Responsibilities:
- Customer Retention & Relationship Building
- Engage proactively with customers via outbound and inbound calls, emails, and live chat to reinforce long-lasting relationships.
- Collect customer feedback to identify trends and opportunities for reducing churn.
- Loyalty Program Management
- Implement, promote, and manage Revance rewards and loyalty programs.
- Educate customers and providers about program benefits, points systems, and best practices.
- Proactive Support & Outreach
- Reach out to customers to provide solutions, product education, and personalized recommendations.
- Monitor account activity and customer sentiment to address potential issues before they escalate.
- Complex Issue Resolution
- Act as the primary support contact for complex, escalated, or sensitive customer situations across various communication channels (phone, email, social media).
- Collaborate with Sales, Operations, IT, and Quality teams to resolve cross-functional customer concerns efficiently.
- Account Management
- Assist in the accurate and professional setup of consumer accounts.
- Ensure seamless handling of each customer interaction from beginning to end.
- Review & Reputation Management
- Monitor customer reviews and social sentiment, intervening as necessary to maintain positive relationships.

