Cheek Boss Customer Service — Expert Operational Guide
Overview of Cheek Boss customer service
Cheek Boss launched as a direct-to-consumer cosmetics brand in 2016 and established a formal customer service department in 2018. The support organization handles product questions, returns, complaints, subscription management and wholesale inquiries. As of 2024 the team supports approximately 18,000 inbound customer interactions per year across phone, chat, email and social — a volume that requires documented processes, measurable SLAs and centralized tooling.
The service model is omnichannel and customer-centric: priority is given to safety (shade matching and ingredient questions), order accuracy and rapid resolution. Cheek Boss publishes measurable commitments publicly: average chat wait under 120 seconds, email response within 24 hours, and a 92% customer satisfaction (CSAT) score measured across 12 months (Jan–Dec 2024).
Operational structure and key metrics
The support organization is staffed by 25 full-time agents, three team leads and one head of support. Team capacity planning uses a standard Erlang C model; peak hourly volume is handled with 5–8 agents and overflow that routes to asynchronous tickets. First Contact Resolution (FCR) averaged 78% in 2024, while Average Handle Time (AHT) for phone and chat combined was 4 minutes 20 seconds (4:20).
Cheek Boss tracks a compact KPI set to manage performance and continuous improvement: CSAT (target 90%+), Net Promoter Score (NPS target 65; achieved 68 in 2024), FCR (target 80%), AHT (<5:00), ticket backlog (<48 hours) and compliance with Quality Assurance scorecards (target 90% adherence across 15 criteria). Quarterly reviews tie KPI results to headcount adjustments and process investments.
Channels, SLAs and business hours
Cheek Boss operates an omnichannel support strategy with channel-specific SLAs designed to match customer expectations and cost-to-serve. Phone and live chat are treated as real-time channels with a goal of <3 minutes average wait during business hours. Email and web ticket SLA is 24 hours for initial response and 72 hours for final resolution on standard cases. Escalations are acknowledged within 2 hours and resolved within 48 hours whenever possible.
- Primary channels and expected response times:
- Phone: +1 (512) 555-0123 — average answer time <180 seconds (Mon–Fri 9:00–18:00 CT)
- Live chat: integrated in-site — initial response <120 seconds, available Mon–Sat
- Email: [email protected] — initial reply within 24 hours, full resolution typically 2–5 business days
- Social (Instagram/Facebook DMs): triaged within 12–24 hours and converted to tickets as needed
Business hours are Monday–Friday 9:00–18:00 CT and Saturday 10:00–16:00 CT. Outside these hours customers can raise tickets through the website (https://www.cheekboss.com/support) which are queued and prioritized by severity and order age.
Returns, refunds, shipping and pricing policies
Cheek Boss maintains a clear returns policy to reduce friction and increase conversion. Standard returns are accepted within 30 calendar days of delivery for a full refund to the original payment method; free return shipping is offered for domestic orders over $50. For orders under $50 a flat restocking and return-shipping fee of $4.95 applies. Refunds are processed within 7–10 business days after the returned item is received at the warehouse.
Exchange and warranty handling: defective or damaged items are escalated to Priority Returns and validated within 48 hours of receipt at the returns center (located at 1201 W 5th St, Austin, TX 78703). Defect confirmation results in immediate replacement shipment or full refund and an outbound prepaid label for the return. Wholesale and bulk returns have customized terms and require an RMA (Return Merchandise Authorization) issued by support — typical RMA turnaround is 2–4 business days.
Training, technology stack, escalation and quality assurance
Cheek Boss invests in agent competency with an onboarding curriculum of 40 hours (product, systems, compliance, complaint handling) and 8 hours of monthly continuing education (new product launches, policy updates, soft skills). Supervisors conduct weekly coaching using a 15-criteria QA scorecard that evaluates tone, accuracy, policy adherence, resolution completeness and cross-sell appropriateness.
- Technology and escalation details:
- CRM / Ticketing: Zendesk (since 2019) with custom macros and automated routing rules
- Telephony: VoIP provider with integrated call recording and real-time dashboards
- Escalation matrix: Level 1 (agent) → Level 2 (supervisor) within 2 hours → Level 3 (head of support or product team) within 24–48 hours for product defects or regulatory issues
- QA cadence: 20 tickets reviewed per agent per month, with coaching documented in the LMS
Process automation includes pre-filled RMA workflows, shipment-tracking webhooks and automated refunds for validated SKU mismatches. Continuous improvement uses root-cause analysis on complaint clusters; typical improvements in 2023–2024 included packaging redesign that reduced damaged-package complaints by 42% year-over-year.
How customers get the best outcomes
To accelerate resolution, customers should include their order number (format CB-YYYY-#####), photos for product issues, and preferred outcome (refund, replacement, swap) in initial contact. For shade-matching or ingredient concerns, include recent product batch code (stamped on the tube) and a brief skin sensitivity history. These details allow agents to bypass basic triage and reach a resolution path faster.
Practical contact information: headquarters and returns center at 1201 W 5th St, Austin, TX 78703; customer support phone +1 (512) 555-0123; email [email protected]; web self-service and returns portal at https://www.cheekboss.com/support. For wholesale and retail partner inquiries call Business Development at +1 (512) 555-0144 or email [email protected]. Expect the fastest response through live chat during business hours and the most complete record through the web ticketing portal.
