We’re looking for a passionate and customer-oriented individual to join our team as a Customer Experience Specialist with expertise in skincare. In this position, you’ll be instrumental in delivering outstanding customer service, providing expert skincare guidance, and helping to enhance the customer experience through data-driven insights. The ideal candidate is enthusiastic about skincare, communicates effectively, and thrives both independently and as part of a team.

Key Responsibilities

– Respond to customer inquiries via email, chat, and phone in a timely, professional, and friendly manner.
– Resolve customer experience issues, order concerns, and shipping questions with a focus on satisfaction.
– Manage a high volume of customer interactions—over 100 inquiries daily—while meeting performance goals.
– Track and analyze weekly and monthly trends in customer interactions, product questions, complaints, and feedback using CRM tools.
– Collaborate with product development to offer accurate, personalized skincare recommendations and usage instructions.
– Work closely with social, product, and digital teams to share customer insights that enhance products and user experience.
– Use analytical skills to identify trends and recurring issues, supporting data-based decision-making.
– Anticipate and address customer concerns with innovative solutions tailored to their skincare needs.
– Educate customers on proper product use and benefits to ensure clear understanding and satisfaction.

Skills and Requirements

– At least 2 years of experience in customer experience or community management, ideally in a startup setting.
– A strong passion for delivering exceptional customer service, with an emphasis on empathy, education, and emotional intelligence.
– Excellent problem-solving abilities and the capability to work independently and efficiently in a remote environment.
– Outstanding written and verbal communication skills; experience with tools like Shopify, Gorgias, and CRM platforms such as Loop is essential.
– Proficiency in Google Sheets, including pivot tables and data analysis, to monitor and organize customer trends.

Salary Range: $60,000 – $70,000 annually, depending on experience and qualifications.

Topicals is an equal opportunity employer committed to diversity and inclusion. We ensure all employment decisions are made without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other protected status. We also provide reasonable accommodations for applicants with disabilities. If you need assistance with the application process, please contact People & Culture at hr@mytopicals.com.