Customer Experience Specialist

About The Role
Are you a communication maestro with a zest for skincare and beauty? Do you thrive on delivering stellar customer service every time? If yes, you might just be the perfect fit for our dynamic Ambassador and Customer Experience team at Tropic Skincare

As a dedicated Customer Experience Specialist, you'll be the heartbeat of our Ambassador and customer interactions. This role is all about ensuring every conversation sparkles with friendliness and helpfulness, whether it's over the phone, through emails, or any other communication channel. You'll be the go-to guru for advice on our 100% organic skincare products, assisting with returns, refunds, and ensuring every issue is resolved with a smile.

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

• Hybrid Working: Enjoy a blend of office (3 days) and remote (2 days) working.
• Hours: Full-time, 12-month FTC.
• Shifts: 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)
• Salary: Starting from £25,000 (depending on experience).
• Perks & Benefits: Hybrid working, up to 33 days' holiday, enhanced family leave, Private Medical Insurance, Medicash plan, life insurance, EAP through the Wisdom App, generous product allowance and 50% discount for family and friends, access to retailer discounts, Cycle to Work and Electric Car schemes, free breakfast bar, dog-friendly HQ with a chill zone and pool table, on-site parking, regular social events, and plenty of well-being treats throughout the year.
• Start Date: January 2026

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.

Apply now if you're ready to join a vibrant team who believes beauty knows no bounds

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.