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.

Key Responsibilities

• 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.

Skills and Requirements

• 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.

$60,000 - $70,000 a year

The annual salary for this position is dependent on experience and other qualifications of the successful candidate.