Customer Experience Specialist in London

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

• Employment Type: Full‑time, 12‑month FTC.
• Hours and Shift Pattern: 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).
• Location: Tropic HQ is a short walk from Beddington Lane Tram stop, with direct links to East Croydon and Wimbledon.
• Salary: Starting from £26,250 (depending on experience).
• Benefits: Hybrid working, up to 33 days’ holiday. EAP through the Wisdom App, generous product allowance and 50% discount for family and friends, access to retailer discounts, 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: Immediate.

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.