Customer Experience Associate

Customer Experience Associate at Marin Skincare

Description

Marin Skincare is a quickly growing skincare brand in Portland, ME seeking an empathetic, enthusiastic Customer Experience Associate to join our high-performing, purpose-driven team. Marin is a four-year-old startup creating skincare products for people with dry, damaged, eczema-prone skin, using a protein found in lobster as the key ingredient, and to say the least, our DTC growth has been explosive. Following national news coverage, viral TikToks and launching with L.L. Bean, we’re excited to bring new team members into our dynamic, fast-paced environment.

Joining the team in a stage of rapid growth, you’ll become the go-to person managing all first points of contact for our customers and community, engaging with them through email, SMS, and social media channels. You’ll play a vital role in ensuring our customers feel heard, supported, and cared for, ensuring all inquiries are swiftly responded to in a friendly, helpful and authentic manner. We’re not here to “just respond” or “just answer people’s questions” - this is your opportunity to build authentic, humanized customer service at scale, turning ordinary moments and interactions into experiences and relationships.

This position is perfect for someone who thrives on making genuine connections, solving problems, and enjoys creating meaningful experiences for an engaged community that loves Marin! 

You’ll become an integral part of our culture, which as a quickly growing startup bringing life-changing skincare products to a nation-wide customer base, necessitates hard work and high energy, balanced with valuing our team members’ quality of life and fulfillment in the work we do. We’re excited to bring on people who are ready to ‘lean in’, be invested in growing the brand as much as they’re invested in growing themselves personally and professionally, and join us on the impact-driven journey that is Marin.

Job Type: Full-Time, Remote or Hybrid

Schedule: Flexible, Generally Monday-Friday, 8-5

Timeline: Next month

Responsibilities

• Serve as the primary point of contact for customer inquiries via Gorgias CRM, email, and SMS, providing timely and empathetic support.
• Respond to comments and messages on social media platforms (Facebook, Instagram, Tiktok), ensuring we feel with our customers and ensure they are celebrated and heard.
• Work within Shopify and various shipping services to resolve customer issues related to orders, products, and more, ensuring a positive resolution for all problems, big or small! 
• Collaborate with our team to improve the customer experience, systems and processes, sharing feedback and insights gained from customer interactions.
• Assist with maintaining and organizing customer service workflows in Gorgias CRM.
• Help craft thoughtful and on-brand responses to frequently asked questions, ensuring consistency across all communication channels.

Skills and Qualifications

• A positive, “everything is figureoutable” attitude.
• A genuine passion for helping people and building connections - you LOVE talking to people and go the extra distance to build relationships in every moment you can
• 1-3 years of experience in customer service (experience in e-commerce is a plus).
• Strong written communication skills with a warm, empathetic tone.
• Ability to multitask and stay organized while managing multiple channels of communication.
• A proactive problem solver who is excited to make a difference in people’s lives.
• Enthusiasm for working in a fast-paced startup environment and joining a growing team.
• Familiarity with Gorgias CRM or Shopify is a plus (not required, on-job training provided).
• Must be an intrinsically motivated self-starter.

Benefits

• Full-time (40 hours per week)
• Health, Vision and Dental Insurance after first 90 Days,
• A supportive and inclusive startup team culture.
• Opportunities for growth and professional development.
• The chance to make a tangible impact on people’s lives every day.

About Marin Skincare

Marin is a Portland, Maine-based skincare brand creating gentle and effective skincare products for people with dry, damaged and upset skin, using a glycoprotein found in lobster as the key ingredient. Founded by two biomedical engineers with a passion for helping others, our mission is to increase the quality of life of everyone that suffers from all types of dry, damaged and upset skin concerns; through skincare products, content and experiences. From scrappy beginnings to explosive growth building the momentum to become a category leader, we’re looking for high-performing, energetic people to join our team, grow with us and change the world.

Learn more about us and our story at www.MarinSkincare.com.

Marin Skincare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.