At a Glance
- Tasks: Deliver exceptional customer support and build relationships with Tropic Ambassadors.
- Company: Join a fast-growing, sustainable beauty brand committed to empowering communities.
- Benefits: Enjoy hybrid working, generous holiday, and discounts on products.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be part of a team that values genuine connections and impactful experiences.
- Qualifications: Strong communication skills and a passion for skincare are essential.
The predicted salary is between 25000 - 35000 £ per year.
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
- 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).
- Benefits: Hybrid working, up to 33 days' holiday. Enhanced family leave, Private Medical Insurance, Medicash plan, life insurance (all available after a qualifying period). 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: February 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.
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. Apply now if you’re ready to join a vibrant team who believes beauty knows no bounds!
Customer Experience Specialist in London employer: No.4 Design Company Limited
Tropic Skincare is an exceptional employer that prioritises a vibrant work culture and employee well-being, offering hybrid working arrangements and generous benefits such as enhanced family leave and private medical insurance. With a strong commitment to sustainability and personal growth, employees are empowered to build meaningful relationships with customers and ambassadors while enjoying a supportive environment that fosters creativity and innovation in the beauty industry.
Contact Details:
No.4 Design Company Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in London
✨Tip Number 1
Get to know the company! Dive into Tropic Skincare's mission and values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their vibe.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing different scenarios with friends or family. This will help you feel more confident when it comes to handling queries and complaints.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative situation into a positive one. This will demonstrate your proactive approach and ability to create meaningful customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely excited about joining our team!
We think you need these skills to ace Customer Experience Specialist in London
Some tips for your application 🫡
Show Your Passion for Skincare:When writing your application, let your love for skincare and beauty shine through! Share any personal experiences or stories that highlight why you're excited about this role and how you connect with Tropic's mission.
Be Personable and Genuine:Remember, this role is all about creating meaningful connections. Use a friendly tone in your application, and don’t hesitate to show your personality. We want to see the real you!
Highlight Your Problem-Solving Skills:As a Customer Experience Specialist, you'll be tackling queries and complaints. Make sure to include examples of how you've successfully resolved issues in the past, showcasing your proactive approach.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of standing out. It’s super easy, and we can’t wait to see your application come through!
How to prepare for a job interview at No.4 Design Company Limited
✨Know Your Skincare
Before the interview, brush up on Tropic's product range and their benefits. Being able to discuss specific products and how they align with customer needs will show your genuine passion for skincare and help you connect with the interviewers.
✨Showcase Your Communication Skills
Prepare examples of how you've successfully resolved customer queries in the past. Highlight your ability to communicate clearly and courteously, as this role is all about building relationships and providing thoughtful support.
✨Demonstrate Problem-Solving Abilities
Think of a time when you faced a challenging customer situation. Be ready to explain how you approached the problem, what steps you took to resolve it, and the outcome. This will illustrate your proactive nature and readiness to tackle new challenges.
✨Emphasise Team Spirit and Sustainability
Tropic values teamwork and sustainability, so share your experiences working collaboratively and your commitment to eco-friendly practices. This will resonate well with the company's ethos and show that you're a great cultural fit.
