Customer Experience Specialist

No.4 Design Company Limited; Greater London; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday

Wisdom App EAP

Product allowance

50% family & friends discount

Retailer discounts

Free breakfast bar

On-site parking

Regular social events

Wellbeing treats

Job summary

Tropic Skincare is seeking a Customer Experience Specialist to join the Ambassador and Customer Experience team. You’ll handle customer and ambassador inquiries across chat, email, phone, and social media, delivering friendly, thoughtful support and building real connections.

The role emphasizes autonomy, care, and proactive follow-up, with earning potential growing as the role expands. The position is full-time on a 12-month FTC with hybrid working, 3 days in the office, and shift patterns

Qualifications

• Proven track record in customer support.
• Excellent communication and people skills.
• Proactive problem solver with the ability to handle multiple tasks.
• Strong organizational skills and ability to meet tight deadlines.
• Willingness to learn Zendesk and other systems.
• Administrative experience required.
• Passion for sustainability and natural beauty.

Responsibilities

• Resolve all customer and ambassador queries via chat, email, phone and social media.
• Support over 20,000 Tropic Ambassadors in running their beauty businesses and building relationships.
• Communicate courteously and provide help via telephone, email and chat.
• Collaborate with departments to obtain product information to resolve queries.
• Stay updated with product changes.
• Record relevant data into Excel spreadsheets.
• Manage admin tasks including spreadsheets and processing returns, refunds and exchanges.

Skills

Customer support

Communication

Problem solving

Organization

Zendesk

Administrative experience

Sustainability

Tools

Zendesk

Excel

Job description

About The Role

Are you a communication maestro with a passion for skincare and beauty? Do you thrive on creating standout customer experiences? If so, you might be the perfect fit for our Ambassador and Customer Experience team at Tropic Skincare. This isn’t a typical customer service role. As a Customer Experience Specialist, you’ll be at the heart of our ambassador and customer relationships, delivering friendly, thoughtful support across phone, email, and other channels. You’ll offer expert guidance on our 100% organic skincare, resolve queries, returns, and refunds, and ensure every interaction feels personal, genuine, and helpful. This is an evolving role for someone who wants a role that truly matters. As we explore how AI could support routine tasks in the future, our focus firmly remains on the human element, building real connections, taking ownership, proactively following up, and reaching out to those who need extra support. It’s about problem-solving, care, and creating meaningful experiences, not just answering messages. As the work becomes more personal, complex, and impactful, future earning potential grows alongside it. If you’re autonomous, genuinely driven to help others, and excited by the future of customer experience, we’d love to hear from you.

Key Responsibilities

• Resolve all Customer and Ambassador queries, including complaints, via chat, email, phone, and social media.
• Be excited by the prospect of helping over 20,000 Tropic Ambassadors run their own beauty businesses, some of whom will start to feel like friends!
• Communicate courteously and provide customers with help and advice by telephone, email, and chat.
• Collaborate with various departments to seek further product information to resolve queries.
• Stay updated with any changes made to Tropic’s products.
• Record relevant data and statistics into Excel spreadsheets.
• Manage varied departmental administration, including completing spreadsheets and processing returns, refunds, and exchanges.

What We're Looking For

• A proven track record in customer support.
• A natural people person with superb communication skills, capable of building lasting relationships.
• A proactive problem solver, always ready to tackle new challenges and contribute fresh ideas.
• Exceptional organisational skills, comfortable managing time-sensitive tasks.
• Familiarity with Zendesk is a plus; however, a willingness to learn is essential.
• Previous administrative experience and the ability to work to tight deadlines.
• Passionate about being part of a team committed to sustainability and natural beauty.

What We Offer

• Employment Type: This role is offered on a Full-time, 12-month FTC,
• Hours and Shift Pattern: Working 5 days across Monday to Sunday. You will work four weekdays (Monday to Friday) on a rotating shift pattern of either 8am‑4pm or 11am‑7pm, plus every Saturday from 9am‑5pm. Occasional Sunday shifts (9am‑5pm).
• Location: Tropic HQ is a short walk from Beddington Lane Tram stop, with direct links to East Croydon and Wimbledon.
• Hybrid Working: Enjoy a blend of office and remote working with a minimum of 3 days in the office.
• Salary: £26,250
• Benefits: Hybrid working, up to 33 days’ holiday, EAP through the Wisdom App, generous product allowance and 50% discount for family and friends (after qualifying period), access to retailer discounts, free breakfast bar, on-site parking, regular social events, and plenty of well‑being treats throughout the year.
• Start Date: Immediate

About Tropic

Susie, our Founder and CEO, started Tropic Skincare as a teenager, selling homemade body scrubs at Greenwich Market to help her mum pay the bills. She sold out on her first day, and the incredible response made her realise she had started something quite special.

We still sell that iconic body scrub, and it sits alongside an extensive range of award-winning skincare and beauty products that have made us one of the UK’s fastest-growing beauty businesses.

Our brand is certified vegan, cruelty‑free and CarbonNeutral®, and our infinite purpose is to create a healthier, greener, more empowered world. And that’s where you come in!

We’re looking for creative and ambitious people who share our vision and get excited about beauty that’s both innovative and sustainable. If you’re passionate about skincare and have a genuine desire to empower communities across the globe, you could be a great fit.

Tropic's Commitment to Equal Opportunities

Our team is as diverse as it is talented because at Tropic, we go the extra mile to cultivate a culture of respect and belonging. We value every candidate, respect protected characteristics and never discriminate. We also provide reasonable accommodations for applicants with disabilities at every stage of the hiring process, so if this is something you need, please let our recruitment team know at the earliest opportunity!

Ultimately, the most important thing for us is hiring the best person for the job, so we focus on skills, experience, and qualifications to ensure our process is fair and that our candidates always have a great experience with Tropic.

We’re looking for creative and ambitious people who share our vision and get excited about beauty that’s both innovative and sustainable. If you’re passionate about skincare and have a genuine desire to empower communities across the globe, you could be a great fit.