Customer Experience Specialist

We are seeking a dynamic and customer-focused individual to join our team as a Customer Experience Specialist with specialized knowledge in skincare products. In this role, you will play a pivotal role in providing exceptional customer support, offering expert skincare advice, and contributing to data-driven improvements in our customer experience. We are looking for someone with a passion for skincare, excellent communication skills, and the ability to work both independently and collaboratively.

• Respond promptly and professionally to customer inquiries through various channels (email, chat, phone), ensuring a friendly and knowledgeable interaction.
• Address and resolve general CX issues, order inquiries, and shipping-related questions, striving for customer satisfaction.
• Demonstrated ability to handle a high volume of tickets, consistently managing 100+ customer inquiries daily while meeting established KPIs.
• Document and analyze weekly and monthly records of top customer interactions, product inquiries, complaints, and feedback using our CRM systems.
• Partner with product development to provide accurate personalized recommendations and usage instructions.
• Collaborate with social, product development, and digital teams, sharing valuable customer insights to improve skincare products and customer experience.
• Utilize analytical skills to identify patterns, trends, and recurring customer issues, contributing to data-informed decisions.
• Proactively identify and address customer concerns, seeking creative solutions to meet skincare needs and preferences.
• Educate customers on proper skincare product usage and application, ensuring clear understanding of product benefits and usage instructions.

• Minimum of 2 years of experience in customer experience and community management, preferably in a startup environment.
• A genuine passion for exceeding customer expectations, emphasizing emotional intelligence, education, and empathy.
• Strong problem-solving skills with the ability to work independently and efficiently in a remote environment.
• Excellent verbal and written communication skills, including proficiency with customer support tools (knowledge of Shopify, Gorgias, and CRM platforms such as Loop) is a must.
• Proficiency in using Google Sheets, including pivot tables and data analysis, to track and organize customer trends.

Topicals, an equal opportunity employer, is committed to equal opportunity for all employees and applicants. The Company recruits, hires, trains, promotes, pays, and administers all personnel actions without regard to race, color, religion, creed, sex, gender, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, reproductive health decision making, or any other status protected by applicable law. The Company also makes reasonable accommodations for qualified applicants with disabilities in accordance with all legal requirements. Any applicant who requires assistance with the application or resulting process should contact People & Culture ([email protected]) to request that accommodation.