Customer Experience Associate, Skin + Me
12 Month Fixed Term Contract
+ Equity
More information about location
3 days a week in office (Paddington, London)
Personalised Skincare
Be an early applicant
Personalised Skincare
101-200 employees
Be an early applicant
+ Equity
More information about location
3 days a week in office (Paddington, London)
101-200 employees
Company mission
To change the face of skincare.
Role
Who you are
- The ideal candidate will have a can-do attitude and a passion for delivering exceptional customer experience
- You must be confident in dealing with customer queries over email and across social media channels
- An obsession with delivering exceptional customer experience
- An ability to build rapport quickly and adapt to different customers
- A can-do attitude, incredible attention to detail and a true problem solver
- Ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
- You will be entrepreneurial in nature and a problem solving mindset
- Ideally you would have experience working with customer services ticketing systems but this is not essential
- Experience within health, beauty or fashion industry preferable
- A sense of humour – it’s serious work with plenty of fun!
What the job involves
- We’re looking for a Customer Experience Associate to join our Customer Experience Team working across all our + Me brands on a fixed term 1 year contract
- At Skin + Me we obsess over our customers! We know that listening to our customers is the best way to improve our offering as we continue to grow our brand
- As a member of the Customer Experience Team, you will act as the interface between our customers and the various other teams at Skin + Me
- You will take customer feedback (and your own ideas) to help drive positive change across the entire business. You’ll be working on all our brands:
- Skin + Me - The original gamechanging skincare company
- Hair + Me - Where we provide leading hair loss treatment
- Renew + Me - Where our focus is on age renewal skincare
- You will take customer feedback (and your own ideas) to help drive positive change across the entire business as we scale
- As a Customer Experience Associate you will be the voice of Skin + Me to our consumers, and the voice of consumers to Skin + Me
- Dealing with queries and problem-solving for our customers via email and social media in a timely manner
- Reporting into the Customer Experience Team Lead you will help to implement new processes, identify gaps and suggest solutions to improve the customer experience
- Identifying customer trends and feeding these back to the company
- Liaising with other teams to resolve complex customer queries efficiently
- Work alongside our Prescribing Team to get the best possible outcomes for our customers
- Monitor and optimise our help centre FAQs
- This role is full time, for 5 days a week, including Saturday and Sunday on a rota. This may include Bank Holidays
- You will be required to work 1 in every 5 weekends but will receive the days worked in lieu in the week!
Salary benchmarks
Our take
Back in 2018, Skin + Me's founders identified a huge problem in the world of skincare: people don’t just struggle with their skin – they struggle with how they’re supposed to deal with it. With no truly effective solutions available, the company set out to build a pioneering online dermatology service that provides personalised skincare.
Skin + Me takes customers through a simple online medical consultation and work with dermatologists to prescribe a treatment, personalised to the individual. Part of the company's unique selling point is that its made-to-order formulation arrives through a subscription box each month and comes in a ‘Daily Doser’ – a specially designed bottle that dispenses the exact amount of the product needed for daily application.
Skin + Me is supported by a team of dermatologists, pharmacists and direct-to-consumer experts, which allows it to deliver across the business - from skin science to building the technology platform behind it. The company's growth plans include continual development of its services while ensuring it sticks to its ethos: providing desired, effective, and personalised skincare.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"When I first joined Skin + Me I was in Customer experience, but once a job came up in a different department that I was interested in, I was..."
Funding (2 rounds)
Feb 2023
$13.7m
SERIES B
Sep 2019
$10.9m
SEED
Total funding: $24.6m
Company benefits
- 25 Days Holiday (+ all the usual Bank Holidays) - It's important to take a break and recharge, that's why we offer a generous holiday allowance
- Free Breakfast & Lunch - It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
- Hybrid Working Policy - We are all remote on Wednesday and Thursday. When we are in the office, our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7. Need more flexibility around your life? Just let us know
- Equity - We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together
- Healthcare Cash Plan - Taking care of your physical & mental health is important. That’s why you’ll be able to claim money back for dental, optical and physio costs, alongside 24/7 access to mental health support and more
- Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
- Workplace Nursery Benefit - For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month
- Development Budget - £500 per person, per year for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it
- Plus the usual suspects - You’ll get discounted skincare for you, and 10 friends + family, too. You can also take advantage of our cycle to work scheme, a generous employee referral scheme and a dog-friendly office
Company values
- Honesty, always - We default to open. We’re not afraid of uncomfortable conversations. We stand up for what we believe & don’t shy away from a challenge. We share knowledge and feedback. We’re all about transparency
- In It Together - We treat others the way we want to be treated. We value everyone’s voice. We embrace diversity . We’re not afraid to fail and we’re open about mistakes (we’re all human). We celebrate the successes as a team and we have fun!
- Make An Impact - We make decisions with value and impact in mind. We’re passionate about doing the right thing. We hold ourselves and each other accountable. We stay focused on our goals. We take calculated risks
- Never Sit Still - We are motivated to make a positive difference in our customers’ lives. We embrace the unknown. We’re curious and restless, bringing passion to everything we do. We’re adaptable and open-minded. We’re constantly learning new ways of doing things
Company HQ
2 Eastbourne Terrace, W2 6LG
Articles
Leadership
Horatio Cary
(Co-Founder & CEO)Former engineer at Graze prior to co-founding Skin+Me.
Diversity, Equity & Inclusion at Skin + Me
Georgia Farris (People Manager)
- Championing equality and the gender divide at work is something everyone at Team Skin + Me cares about
- We believe that people from different backgrounds & cultures bring fresh ideas, ways of thinking and approaches which make the way work is undertaken more effective and efficient (as well as more fun & interesting!)
- We believe that everyone should be free to show up as their very best, most authentic self, however they identify
- We believe that equality is about human empathy, continuous education and living our values
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