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Customer Experience Manager

Do you love skincare and building genuine connections online? Want to represent a premium skincare brand, work flexibly, and help build meaningful relationships with customers and dermatologists — all while contributing your creative ideas? We’re looking for a Customer Experience Manager who can elevate every touchpoint our customers, creators, and professional partners have with us. What You’ll Do - Customer Outreach: Manage customer inquiries via email and chat, ensuring every interaction feels personal, helpful, and aligned with our brand’s tone. This role may eventually require phone-based customer support using Gorgias. - Customer Experience: Collect feedback and insights from customers and partners to help shape product development and brand strategy. - Clinical Study Assistance: Source participants for consumer and clinical studies. - Dermatologist and Professional Outreach: Conduct outreach to dermatologists and skincare professionals to explore partnership and collaboration opportunities. - Creator and Community Coordination: Identify and reach out to creators for reviews, testimonials, and UGC. Plus, providing skincare guidance and product recommendations based on customer concerns. What We’re Looking For - Exceptional English (written and verbal skills). Natural relationship builder, confident speaking with customers, creators, participants, and professionals. - Strong organisational skills with the ability to manage multiple workflows at once. - Experience in customer support, outreach, community roles, or creator coordination (any combination works). - Comfortable using new tools and platforms (training provided) and helping refine processes as we scale. - Proactive, resourceful, solutions-oriented, and able to work autonomously. - A genuine interest in skincare and willingness to learn our products, ingredients, routines, and brand philosophy. Proven experience managing a team of three or more people. What’s In It For You - A high-impact role at a growing dermatologist-developed skincare brand. - Real ownership across customer experience, outreach, and community-building. - Direct collaboration with founders and involvement in shaping processes as the brand scales. - Training across all tools and platforms you’ll use. - Exposure to multiple areas of the business, including CX, partnerships, creators, and clinical studies. - Flexible working and a supportive, fast-paced environment. - Competitive compensation with room to grow. - Monthly Salary: $1500-2000 (Depending On Experience) Experience with Shopify, Gorgias, or similar CX tools is a strong advantage. Please mention this clearly in your application if it applies to you (attached in your CV).