Junior Customer Experience Executive

Delivering luxury prescription skincare at-scale was impossible. That changed in 2022 when our Founder, Dr. Emma Craythorne, developed the the first digital epigenetic skin-typing tool. The Klira SkinSizes™️ system allows us to decode our clients’ epigenetics, then prescribe a custom formula of peak-potency actives specifically for them. We deliver this monthly, fresh from our London-lab to customers’ doorstep within 24 hours. This is for those who take their skin seriously. Based in London Bridge, we are a small, supportive and ambitious team ready to put Klira into high-growth mode.

About the Role

As a Junior Customer Experience Executive, you'll serve as the primary point of contact for all customer enquiries, embodying the voice of the company with exceptional communication skills. Additionally, you will have the chance to collaborate with Klira founders, the Marketing Team and medical teams. This role offers the opportunity to shape our processes for the future, be part of our international expansion, and make a meaningful impact on our organisation. This is a 6-month fixed-term contract, with the possibility of transitioning to a permanent position depending on the company’s needs and individual performance.

Responsibilities

Customer Communication

• First point of contact for all incoming enquiries
• Providing timely and effective first-line responses to enquiries via email, WhatsApp, phone and live chat
• Facilitating communication between the dermatology team and patients
• Responsibility for client relations, demonstrating care and empathy
• Collaborate closely with our pharmacy team to ensure timely and successful delivery of orders.
• Deliver a customer-centric mindset
• Communicate issues and escalate when necessary
• Consistently provide exemplary service
• Collaborate with other departments
• Ad-hoc tasks This role reports directly to our Customer Experience Manager.
• Fluency in English is essential, with proficiency in an additional language considered a bonus
• Excellent written and verbal skills
• Customer service experience in a fast-paced environment is preferred but not mandatory
• Experience using Zendesk and Klaviyo systems is preferred but not mandatory
• Organised and effective time-management
• Administrative skills
• Customer-centric attitude
• Team player who can be resourceful and a creative problem solver
• Detail-oriented, and highly organised
• You are interested in health-tech and passionate about skincare
• Salary: £26k per annum dependent on experience
• 25 days holiday + bank holidays
• The standard working hours are from 9:00 am to 5:30 pm, Monday to Friday, with some flexibility. The chance to join a rapidly growing company that cares first and foremost about its people Potential to grow as the company grows.
• Possibility to work part-time (Monday to Wednesday, with two days in the office)
• This role offers the flexibility of working either in-office at our beautiful London Bridge office, or up to 2 days a week remote
• 5 days annual ‘work from anywhere’ policy Interview Process: 3 stages Hiring Manager Interview > Task > Final interview with our Founders. Target time 2 - 3 weeks Klira is not your average company and the people we hire are far from ordinary. If you think you have what it takes to join our team and grow with us, then let’s talk. Email your CV to sarahd@klira.skin