And Begin is a forward-thinking, personalised prescription skincare brand made for midlife skin.

Created by the personalisation pioneers behind Skin + Me and based on the success of its millions of prescription Daily Dosers. And Begin takes its learnings from Skin+Me’s data on women of 45+ and couples this with peerless dermatological authority. We are the brand synonymous with personalised skincare, specifically tailored to the needs of midlife skin.

We’re looking for an experienced Customer Experience Manager to launch and grow our Customer Experience Team at And Begin.

What you’ll do

Day to day:

The aim of this role is to assist the Head of Customer Experience to develop our customer communication strategy for And Begin and ensure the team hits KPIs/SLAs.

• Solve customer emails efficiently and accurately on a daily basis (set the gold standard for the Associates in the team)
• Day to day management of the Customer Experience Team Associates
• Hire, train and manage all customer support team members and build an environment where they can excel
• Be the go-to for all customer escalation
• Build on procedures, processes, policies and standards
• Review the team’s emails on a regular basis to monitor standards and ensure exceptional quality is the norm
• Deal with queries and problem-solve for our customers across email and social channels
• Liaise directly with our in-house prescribing team to manage complex customer queries

Other responsibilities:

• Work with our copywriter to improve all customer support email templates
• Feed customer issues and themes back into the business
• Be the voice of And Begin to our consumers, and the voice of consumers to the And Begin management team
• Deal with queries and problem-solve for our customers across email and social channels
• Liaise directly with our in-house prescribing team to manage complex customer queries
• Monitor and optimise our Help Centre FAQs

Who you are:

These are the skills we’d love for you to have but if you don’t tick every box we would still love to hear from you if you feel you’re right for us!

• 2+ years of experience in Customer Support with 1 year of team lead experience
• Working with customer service ticketing systems
• An obsession with delivering exceptional customer experience
• Experience within health, beauty or fashion industry preferrable
• Innovative and entrepreneurial nature, with no need to be micro-managed
• You’re extremely resourceful and consistently seeking out ways to overcome objections and obstacles that may come your way
• Excellent attention to detail coupled with the ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
• A sense of humour – it’s serious work with plenty of fun!

Why should you choose Skin + Me & And Begin?

• 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.
• Significant equity – potentially life-changing value if you commit to our long-term mission.
• 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 – It's important to take a break and recharge
• Free Breakfast & Lunch – It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
• Hybrid working to give you flexibility – We all work from home on Wednesday and Thursday and we are all in the office on Monday, Tuesday and Friday. Depending on business requirements you may need to work the occasional weekend.
• Equity – We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together
• Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
• £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it.
• For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month.
• Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
• You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
• Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation.
• Dog-friendly office with two very cute resident dogs!

More about Skin + Me & our new brand, And Begin

There’s a huge problem in the world of skincare: people struggle with more than just how their skin looks. They also worry about how it makes them feel and how to manage it long-term. We’re on a mission to change that.

And Begin is the forward-thinking, personalised prescription skincare brand made for midlife skin. Created by the personalisation pioneers behind Skin + Me and based on the success of its millions of prescription Daily Dosers. And Begin takes its learnings from Skin+Me’s data on women of 45+ and couples this with peerless dermatological authority. We are the brand synonymous with personalised skincare, specifically tailored to the needs of midlife skin.

And Begin exists to champion midlife women beginning the next stage of their life and ensure their skin keeps up with them. WE ADVOCATE FOR: a ‘Shift to Self’ focus, living life on your own terms the idea that when it comes to skincare, you really can have it all. We are dedicated to creating skincare with no compromises; just undeniable results. Because we want our customer to know - we’ve got you.

Skin + Me and And Begin recently secured £10 million in a series B funding round, reflecting the growing interest in expert-approved skincare. We’ve raised funding from some of the best-known direct-to-consumer entrepreneurs and VCs, including Octopus Ventures. Our highly experienced founding team comes from the likes of Facebook, Charlotte Tilbury, Tails.com and Graze.com.

Our journey has just begun and we’d love for you to join us as we change the face of skincare! Think you’re up for the challenge?