English and German Speaking Customer Experience Associate - 12 month FTC

Skin + Me is a mission driven start-up with seriously big skin goals.

We’re looking for a fluent English and German speaking Customer Experience Associate to join our Customer Experience Team working across all our + Me brands on a fixed term 1 year contract. This is a hybrid working role with three days a week in our Paddington HQ (Mon, Tue, Fri) and two days remote. 

About the role:

At Skin + Me we obsess over our customers! We know that listening to our customers is the best way to improve our offering as we continue to grow our brand. As a member of the Customer Experience Team, you will act as the interface between our customers and the various other teams at Skin + Me. You will take customer feedback (and your own ideas) to help drive positive change across the entire business. You’ll be working on all our brands:

• Skin + Me - The original game changing skincare company, working on both our UK and German markets. 

• Hair + Me - Where we provide leading hair loss treatment
• Renew + Me - Where our focus is on age renewal skincare

The ideal candidate will have a can-do attitude and a passion for delivering exceptional customer experience. You must be confident in dealing with customer queries over email and across social media channels. You will take customer feedback (and your own ideas) to help drive positive change across the entire business as we scale in the UK and Germany.

What you'll do:

As a Customer Experience Associate you will be the voice of Skin + Me to our consumers, and the voice of consumers to Skin + Me. Your responsibilities will include:

• Dealing with queries and problem-solving for our customers via email and social media in a timely manner
• Reporting into the Customer Experience Team Lead you will help to implement new processes, identify gaps and suggest solutions to improve the customer experience
• Identifying customer trends and feeding these back to the company
• Liaising with other teams to resolve complex customer queries efficiently
• Work alongside the wider business to ensure language is consistent and correct on German CS materials
• Work alongside our Prescribing Team to get the best possible outcomes for our customers
• Monitor and optimise our help centre FAQs
• This role is full time, for 5 days a week, including Saturday and Sunday on a rota. This may include Bank Holidays.

Who you are:

These are the skills we’re looking for. Even if you don’t tick every box, but feel you’re right for us, we’d still love to hear from you. 

• Written and verbal fluency in English and German
• An ability to switch between languages effortlessly while maintaining our distinct brand tone of voice.
• An obsession with delivering exceptional customer experience
• An ability to build rapport quickly and adapt to different customers
• A can-do attitude, incredible attention to detail and a true problem solver
• Ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
• You will be entrepreneurial in nature and a problem solving mindset 
• Ideally you would have experience working with customer services ticketing systems but this is not essential
• Experience within health, beauty or fashion industry preferable
• Right to Work: You must already possess the legal right to work in the UK without sponsorship.
• A sense of humour – it’s serious work with plenty of fun!

Why should you choose Skin + Me?

• A daily challenge – in a thrilling, entrepreneurial start-up environment, no two days will ever be the same.

• Make a difference – work within a revolutionary company that is focused on improving millions of lives.
• Serious commitment to growth – personal development is important to us and we’ll make sure we support your growth, and give you broad experience across your role.
• Support network – the Skin + Me investors and advisors that you’ll have the opportunity to work with have built some of the world’s best consumer companies.

Benefits 

• 25 Days Holiday (+ all the usual Bank Holidays) – It's important to take a break and recharge, that's why we offer a generous holiday allowance [You will be required to work 1 in every 5 weekends but will receive the days worked in lieu in the week!] 
• Free Breakfast & Lunch – It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too! 
• Hybrid working to give you flexibility – We are all remote on Wednesday and Thursday. When we are in the office on Monday, Tuesday and Friday our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7 is fine too. Need more flexibility around your life – just let us know.
• Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
• £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it. 
• For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month. 
• Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more. 
• You’ll get highly discounted Skin + Me products for you, and 10 friends + family too. 
• Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation. 
• Dog-friendly office with multiple very cute resident dogs

More About Skin + Me and the +Me Brands

In 2018 we set out to solve a problem millions of people faced: not just struggling with their skin, but struggling to navigate skincare at all. We combined dermatology, pharmacy and technology into something simpler and genuinely personalised, and proved expert-led care could reach people who'd never had access to it.

Today, +Me is the company behind Skin + Me, Hair + Me and Renew + Me, with more on the horizon. We're not building a single brand. We're building a category. We've delivered millions of treatments, we're profitable and growing fast, and we're expanding the engineering team to match.