Dr Sam's Skincare
Customer Experience Executive and Skin Expert
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đź“Ł We're Hiring: Customer Experience Executive & Skin Expert
đź“Ť West London (Hybrid) | 6-Month Temporary Contract | Closing 1st September
Dr Sam's is looking for a customer-obsessed skincare enthusiast to join our team — resolving customer queries, guiding customers through 1:1 skincare consultations, and championing bright, clear skin at every touchpoint.
If you love skincare, thrive in a fast-paced e-commerce environment, and want hands-on experience at a founder-led, growing brand, we'd love to hear from you.
đź“Ž Full details in the job description below. đź“© Apply by 1st September.
About Dr Sam’s
Dr Sam’s Skincare is the culmination of over two decades of clinical expertise, dedicated to transforming the lives of people with problem-prone skin and restoring confidence through clarity and simplicity.
Founded in 2018 by Dr Sam Bunting, the brand cuts through the complexity of the skincare market - where consumers are overwhelmed by choice and exaggerated claims. By distilling her Harley Street clinic protocols into a streamlined, results-driven range, Dr Sam has created a one-stop solution built on efficacy, integrity, and trust.
Through a direct-to-consumer model, and now through key retailers in the UK, Dr Sam’s democratises access to world-class skincare advice, making expert-led routines accessible to all. The result: bright, clear skin. Because simplicity is the ultimate luxury.
At Dr Sam’s, our Core Values define how we work and succeed.
- Customer-Obsessed – We listen to our customers and prioritise trust and results.
- Drive – We take ownership and deliver outcomes.
- Integrity – We act with honesty and transparency.
- Curiosity – We continuously learn and improve.
About the Role
Working at Dr Sam’s offers a unique opportunity to work in a founder-led, entrepreneurial and dynamic brand at a pivotal stage of its growth. With its strong clinical heritage and clear mission to simplify skincare and deliver real results, the brand combines credibility with creativity in a way few competitors can.
Working closely with the wider team, you will assist with the management of customer service tickets, and social media DMs.
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For someone with a genuine passion for beauty, skincare and wellness, this is an exciting opportunity to be part of a dynamic team, learn from experienced leaders, and play an integral role in the continued growth of the Dr Sam’s brand.
Key Responsibilities
The key duties, tasks and deliverables of the role to meet the company’s business objectives include:
- Serving as a Dr Sam’s brand ambassador on the front line with our customers.
- Addressing and resolving customer issues.
- Educating potential and existing customers on the brand, products and their use.
- Engaging with customers via email, live chat, social media and phone where necessary.
- Conducting online skincare consultations via video call to establish the most suitable routine for the customer’s needs, giving detailed product advice and usage guidance.
- Taking feedback on products and other aspects of our business and communicating this with the wider team.
Functional Competencies
The technical skills, qualifications, knowledge, experience, and behaviours required to effectively and successfully perform the Key Responsibilities of the role include:
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E-commerce Customer Service Expertise A strong knowledge and practical experience in delivering exceptional customer service within an e-commerce environment, with a sound understanding of online customer journeys and skincare products.
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Customer Support Systems Proficiency An effective grasp of customer service platforms such as Gorgias, Zendesk or similar CRM helpdesk systems to manage enquiries efficiently and accurately.
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Subscription & Loyalty Programme Knowledge A solid understanding of subscription models and customer loyalty programmes, to provide accurate support and resolve related enquiries effectively.
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Organisation & Attention to Detail A demonstrable ability to manage workload effectively whilst maintaining a high level of accuracy and attention to detail across all customer interactions and administrative tasks.
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Resilience & Workload Management Remains calm, organised and solutions-focused when working under pressure, manages high enquiry volumes whilst maintaining service quality.
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Core Competencies
The Company’s core values, behaviours, and ways of working include:
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Customer-Obsessed Demonstrating a strong commitment to understanding and meeting customer needs - actively seeking feedback, anticipating challenges, and delivering timely, professional solutions that create positive customer experiences and long-term value. Responding proactively to customer concerns and continuously seeking opportunities to improve service standards.
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Drive Showing initiative, accountability, and a results-oriented mindset. Taking ownership of responsibilities, proactively identifying opportunities for improvement, and persevering through challenges to consistently deliver high-quality outcomes in a fast-paced environment.
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Integrity Acting with honesty, professionalism, and accountability in all interactions. Building trust with colleagues, customers, and stakeholders by consistently following policies, honouring commitments, maintaining confidentiality, and demonstrating ethical decision-making.
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Curiosity Maintaining a continuous learning mindset by seeking feedback, asking thoughtful questions, and exploring new ideas and perspectives. Demonstrating openness to change, challenging existing approaches constructively, and applying new knowledge to improve performance and drive innovation.
Shift Pattern
- 40 hours per week Monday to Friday 9am-6pm, with an hour’s unpaid lunch.
- WFH 4 days per week, with one day per week in our West London office.
- Flexibility to include occasional weekend working may be required to cover CX annual leave
Non-Contractual Benefits
- Product allowance and generous employee discount for family and friends
- Discretionary Annual Company Bonus Scheme
- 25 days holiday (plus UK statutory holidays)
- Free lunch twice a week
- Hybrid working structure
- Summer Fridays
- More perks as we (and you) think of them!
#Hiring #CustomerExperience #SkincareJobs #LondonJobs #DrSams
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