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.

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 have 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).
• Free Breakfast & Lunch.
• Hybrid working to give you flexibility.
• Health and wellbeing focus.
• £500 annual development budget for any learning, training and development opportunities.
• For working parents, we’re proud to offer assistance, helping you save on nursery fees.
• Culture club – Our culture club team meets every week to celebrate our big wins and milestones.
• You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
• Generous employee referral scheme.
• Dog-friendly office with multiple very cute resident dogs.

More About Skin + Me and the +Me Brands: There’s a huge problem in the world of personal care: people struggle with more than just how their skin or hair looks. They’re navigating confidence, identity, and long‑term health—all deeply personal and ever‑changing. The +Me Brands exist to change that. Skin + Me launched over six years ago with one mission: to revolutionise skincare through personalised, clinically‑effective treatment that’s simple, sustainable, and built around real results. Now a category leader and scale‑up success story, Skin + Me has delivered millions of personalised treatments through our signature Daily Doser and helped customers transform not just their skin—but how they feel in it. From that foundation, we’re building out a powerful family of brands: Hair + Me brings prescription‑led, personalised treatment to the world of hair health, tackling concerns like thinning and loss with the same blend of dermatological expertise and tailored solutions. And now, Renew + Me is our latest evolution—an advanced prescription skincare brand created specifically for midlife women. Born from the insights of Skin + Me and designed to meet the unique needs of women 45+, Renew + Me couples hard‑working actives with deeply human insight to become the definitive skincare brand for this powerful life stage. At +Me Brands, we advocate for real, long‑term change—whether it’s better skin, hair, or health. Our mission is rooted in personalisation, expert care, and building deep trust with our customers. No compromises. Just undeniable results.