Customer Experience Associate

About Tome Skincare
Tome Skincare is redefining what's possible in skincare. Launching in 2026, we're building a new category of skincare treatment that brings professional-grade technology directly into customers' homes. Our mission is to help people achieve healthier skin through innovative products, exceptional education, and world-class customer experiences. At Tome, we believe customer experience is a competitive advantage. We want customers to remember not only the results they achieved, but how we made them feel along the way.

About the Role
We're looking for empathetic, curious, and detail-oriented Customer Experience Associates to join our growing team. This role goes beyond traditional customer support. You'll help customers navigate their skincare journey, answer product questions, provide education and reassurance, and serve as the voice of the customer within our organization. You'll work across email, social media, and other support channels to ensure every customer interaction reflects our commitment to care, empathy, and excellence.

What You'll Do
- Respond to customer inquiries via email, social media, and other support channels
- Educate customers on product usage, treatment expectations, and recovery timelines
- Assist customers with orders, subscriptions, account management, and shipping inquiries
- Troubleshoot product and technical issues
- Identify and escalate product quality concerns, adverse reactions, and customer dissatisfaction
- Accurately document customer interactions in Gorgias and other internal systems
- Surface customer feedback and insights to help improve products, processes, and educational content
- Collaborate with teammates to deliver exceptional customer experiences
- Continuously learn about Tome products, skincare best practices, and customer needs

What We're Looking For
- 2+ years of customer support, customer experience, or customer success experience
- Exceptional written English communication skills
- Strong empathy and active listening skills
- Ability to explain complex information in a simple, approachable way
- Excellent attention to detail and organizational skills
- Comfortable working independently in a remote environment
- Ability to manage multiple conversations simultaneously
- Positive attitude and a genuine desire to help people

Nice to Have
- Experience with Gorgias, Kustomer, Zendesk or similar support platforms
- Experience supporting ecommerce or subscription businesses
- Experience in skincare, beauty, wellness, or health-related industries
- Experience working with AI-assisted customer support tools
- Experience with Shopify

What Success Looks Like
- Customers feel informed, supported, and cared for
- High customer satisfaction scores
- Accurate and timely ticket resolution
- Thoughtful escalation of product and safety concerns
- Consistent identification of customer insights and trends
- Positive contributions to team culture and continuous improvement

Our Customer Experience Philosophy
We believe technology should enhance human connection—not replace it.
As an AI-first company, we use technology to deliver fast and efficient support. But when customers need empathy, reassurance, or personalized guidance, we believe people make the difference. Every interaction is an opportunity to build trust, educate customers, and create an experience worth remembering.

Compensation & Benefits
- Compensation: $5–$7 USD/hour, depending on experience
- Fully remote position
- Paid training and onboarding
- Opportunities for growth and advancement as the company scales
- Performance-based compensation reviews
- Be part of an early-stage team helping build a new category in skincare

Video Introduction
As part of your application, please submit a short video (3-5 minutes) answering the questions below. This helps us get to know you beyond your resume and understand your communication style. As an early member of the Tome Customer Experience team, you'll have the opportunity to help shape our support processes, knowledge base, and customer experience strategy from the ground up.
1. Tell us about yourself and your customer service experience.
2. What does great customer service mean to you?
3. Tell us about a time you helped an upset customer.
4. Why are you interested in joining Tome?
5. Tell us about a time you received constructive feedback and how you responded.

Applications without a video submission will not be considered.