Topicalsrx

Customer Experience Specialist

Remote

Full Time

#Customer Experience

#Customer Support

#Shopify

#CRM Platforms

#Google Sheets

Topicalsrx is looking for a Customer Experience Specialist

Full Time Mid-Level Remote Customer Experience Customer Support Shopify CRM Platforms Google Sheets English Remote work

We are looking for a dedicated Customer Experience Specialist to join our team at Topicals. As a brand focused on transforming the way people feel about their skin, we need someone who is passionate about skincare and committed to providing exceptional support to our community.

Responsibilities

Manage a high volume of daily inquiries, handling over 100 tickets across email, chat, and phone channels while maintaining high service standards.
Resolve order issues, shipping questions, and general customer concerns to ensure every interaction is positive and professional.
Educate our customers on the proper use and benefits of our skincare products to help them achieve the best results.
Document and analyze customer feedback and interaction trends using our CRM systems to help us improve our offerings.
Work closely with our product development, social, and digital teams by sharing actionable insights gathered from our community.
Use data to identify recurring issues and proactively suggest creative solutions that enhance the overall customer experience.

Must-haves

At least 2 years of experience in customer experience or community management, ideally within a startup setting.
A deep passion for skincare and a high degree of empathy and emotional intelligence when assisting customers.
Proven ability to work independently and efficiently in a remote environment.
Proficiency with customer support tools, specifically Shopify, Gorgias, and CRM platforms like Loop.
Strong analytical skills, including the ability to use Google Sheets for data organization and pivot tables.
Excellent verbal and written communication skills in English.

Benefits

Fully remote work environment.

Topicals is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for qualified applicants with disabilities throughout the hiring process.

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