Junior Customer Experience Executive

Klira Ltd; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A luxury skincare company in London is seeking a Junior Customer Experience Executive to be the primary contact for customer enquiries. The role involves responding to queries via email and live chat while closely collaborating with technical teams. Ideal candidates will have strong communication skills, a customer-centric attitude, and a detail-oriented approach. The position offers flexible work options between in-office and remote, fostering growth within a supportive team environment. Join a company committed to making a meaningful impact in skincare.

Benefits

25 days holiday + bank holidays

Flexible working options

5 days annual ‘work from anywhere’ policy

Qualifications

• Experience in customer service preferred but not mandatory.
• Proficient in an additional language considered a bonus.
• Ability to be resourceful and a creative problem solver.

Responsibilities

• Serve as the primary point of contact for all customer enquiries.
• Provide timely and effective responses via email and live chat.
• Facilitate communication between the dermatology team and patients.
• Demonstrate care and empathy in client relations.
• Collaborate with the pharmacy team for successful order delivery.

Skills

Fluency in English

Excellent written and verbal skills

Customer service experience

Organised and effective time-management

Detail-oriented

Interest in health-tech

Tools

Zendesk

Klaviyo

Job description

About Klira :

Delivering luxury prescription skincare at-scale was impossible. That changed in 2022 when our Founder, Dr. Emma Craythorne, developed the the first digital epigenetic skin-typing tool. The Klira SkinSizes™️ system allows us to decode our clients’ epigenetics, then prescribe a custom formula of peak-potency actives specifically for them. We deliver this monthly, fresh from our London-lab to customers’ doorstep within 24 hours. This is for those who take their skin seriously.

Based in central London, we are a small, supportive and ambitious team ready to put Klira into high-growth mode.

About the Role :

As a Junior Customer Experience Executive, you'll serve as the primary point of contact for all customer enquiries, embodying the voice of the company with exceptional communication skills.

You’ll collaborate closely with technical and medical teams to ensure efficient resolution of queries and identify opportunities for enhancing user experience. This role offers the opportunity to shape our processes for the future, be part of our international expansion, and make a meaningful impact on our organisation.

Responsabilities :

• First point of contact for all incoming enquiries
• Providing timely and effective first-line responses to enquiries via email and live chat
• Facilitating communication between the dermatology team and patients
• Responsibility for client relations, demonstrating care and empathy
• Collaborate closely with our pharmacy team to ensure timely and successful delivery of orders.
• Deliver a customer-centric mindset
• Communicate issues and elevate when necessary
• Consistently provide exemplary service

Requirements

• Fluency in English is essential, with proficiency in an additional language considered a bonus
• Excellent written and verbal skills
• Customer service experience in a fast‑paced environment is preferred but not mandatory
• Experience using Zendesk and Klaviyo systems is preferred but not mandatory
• Organised and effective time-management
• Administrative skills
• . Customer-centric attitude
• Team player who can be resourceful and a creative problem solver
• Detail‑oriented, and highly organised
• You are interested in health‑tech and passionate about skincare

Benefits

• 25 days holiday + bank holidays
• This role offers the flexibility of working either in‑office at our beautiful Camden office, or up to 2 days a week remote
• 5 days annual ‘work from anywhere’ policy
• The standard working hours are from 9 : 00 am to 5 : 30 pm, Monday to Friday, with some flexibility. The chance to join a rapidly growing company that cares first and foremost about its people Potential to grow as the company grows.

Interview Process :

3 stages Hiring Manager Interview >

Task >

Final interview with our Founders. Target time 2 - 3 weeks, starting from the first week of December