Customer Experience Lead

Customer Experience Lead

Classification: Non-exempt, part-time (15hrs/week)

Hours: Monday-Friday- minimum of 90 minutes daily. The schedule for the remaining 7.5 hours can be negotiated, but the work must be completed in /- 3 hours of Pacific Time Zone business hours.Reports to: Founder/CEOLocation: Remote, /- 3 hours of Pacific Time Zone business hours Hourly Range: $19 - $23 per hour

Position Description

As the Customer Experience Lead, you’ll be the voice and heart of Almond Clear. You’ll ensure every customer interaction, from pre-purchase questions to post-purchase support, reflects our care and expertise.

Your work directly drives customer loyalty and retention, helping people feel seen, supported, and understood throughout their skincare journey. Customer support is a critical touchpoint for our brand, so patience, compassion, and excellent communication skills are essential to success.

PLEASE NOTE: Customer support is a 5-day-a-week responsibility, so you must be able to work at least 90 minutes each weekday, totaling 7.5 hours. The remaining 7.5 hours of weekly work be aligned to your schedule, but must be completed within three hours of standard Pacific Time Zone working hours (work cannot start earlier than 6 am Pacific and cannot end later than 8 pm Pacific).

Key responsibilities

• Be our customers’ go-to guide: Respond to daily customer inquiries via email with warmth, professionalism, and care.
• Act as a product expert: Help customers choose the right products, explain ingredients and usage, and guide them through their routines.
• Engage across platforms: Monitor and respond to customer comments and messages on social media, including Instagram, Facebook Groups, Reddit, Google, and our website.
• Reddit interactions: Provide helpful guidance to people struggling with their skin on Reddit skincare forums. This also helps to grow Almond Clear’s visibility.
• Support wholesale clients: Assist with order placement, tracking, and customer communication using Google Sheets and email.
• Manage fulfillment support: Handle returns, refunds, subscriptions, and discount codes while maintaining accurate records.
• Track shipping and customer insights: Log and report issues weekly to the Operations Manager for review and improvement.
• Share customer feedback: Identify themes and insights to inform the Marketing and Product teams — helping shape new campaigns and content ideas.
• Collaborate cross-functionally: Partner with the Founder/CEO and team on special projects that improve the customer experience and brand growth.
• Collaborate with Content Creator: Assist in planning and executing content based on common customer questions. It is preferred that you’re comfortable being featured in occasional social media posts, but is not a requirement.

Who You Are

• 1–2 years of experience in customer support (retail, hospitality, or e-commerce preferred).
• A customer-first mindset — you lead with empathy, patience, and positivity.
• Strong communicator with excellent written and verbal skills for email and social responses. You enjoy writing and have been told that it’s one of your strengths.
• Passionate about skincare and helping others — ideally, you’ve had your own skincare journey and understand the emotional side of the experience.
• Proactive problem solver — you seek solutions, not just answers.
• Comfortable working independently in a fast-paced startup environment.
• Organized and detail-oriented; you love systems and clear communication. You consistently follow systems without deviation.
• BONUS: Not required, but would be very helpful- (1) you are adept at using Canva / (2) you are comfortable in front of the camera and can occasionally be featured in social media content.

Tools You’ll Use

• Social platforms: Instagram, TikTok, Reddit, Facebook
• Slack (team communication)
• Google Sheets (tracking, orders, and reporting)
• Canva (graphic design)

About Almond Clear

Almond Clear is a fast-growing skincare brand helping people achieve clear, confident skin through science-backed, sensitive-friendly formulas. Almond Clear is all about giving people more confidence and freedom! We do this by clearing their skin so that they can focus on what really matters to them in life. Our products are powered by mandelic (almond) acid.

HOW TO APPLY

Submit your resume & a brief cover letter explaining why you’re a great candidate for this position. In your cover letter, please mention the role that skincare plays in your life.

Job Type: Part-time

Pay: $19.00 - $23.00 per hour

Expected hours: 15 per week

Benefits:

• Flexible schedule

Work Location: Hybrid remote in Portland, OR 97212

Salary : $19 - $23