Customer Experience Specialist

Job Category: Customer Experience
Job Type: Full Time
Job Location: US - Remote

Topicals

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
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