Customer Experience Specialist

About the role

Join Tropic Skincare’s Ambassador and Customer Experience team as a Customer Experience Specialist. You will be the primary point of contact for ambassadors and customers, delivering friendly, thoughtful support across phone, email, chat and social media while championing the brand’s 100% organic skincare range.

Key responsibilities

• Resolve all customer and ambassador queries, including complaints, via chat, email, phone and social media.
• Provide expert guidance on products, process returns, refunds and exchanges.
• Collaborate with internal departments to obtain product information and solve complex issues.
• Maintain up‑to‑date knowledge of product changes and record relevant data in Excel.
• Support over 20,000 ambassadors, building lasting relationships and offering proactive assistance.

Required profile

• Proven track record in customer support or similar roles.
• Excellent communication skills and a natural ability to build lasting relationships.
• Proactive problem‑solver who can manage time‑sensitive tasks and meet tight deadlines.
• Passion for sustainability, natural beauty and a team‑oriented mindset.

Required skills

• Experience with Zendesk (or willingness to learn).
• Proficiency in Microsoft Excel for data recording and reporting.

What we offer

• Full‑time, 12‑month fixed‑term contract.
• Rotating shift pattern: weekdays (8am–4pm or 11am–7pm), Saturdays 9am–5pm, occasional Sundays.
• On‑site work at Tropic HQ near Beddington Lane Tram stop, London.
• Opportunity to grow with a purpose‑driven, sustainable beauty brand.