Customer Care Agent
Prepare to be SKINspired! Image Skincare is currently seeking new team members to join the fastest growing skincare brand in the industry. If you’re a high-energy, ambitious leader in your profession, we want to speak with you! Our Philosophy is simple. Image Now. Age later™. Image Skincare is an evidence-based clinical skin care company, providing professional skincare products and effective skincare solutions in over 60 countries worldwide.
The most innovative brand in the industry, Image Skincare consistently produces the latest anti-aging, balancing, hydrating, and illuminating technologies to further our mission of helping the world to Age Later™.
At Image Skincare, we are enthusiastic about helping people look and feel their best through scientifically advanced skincare solutions. Our team is committed to delivering exceptional products and unparalleled customer experiences. We are looking for a friendly Customer Care Agent with a sparkling personality and a genuine passion for helping others.
Position Summary
As an Esthetician Care Specialist, you will combine licensed esthetics expertise with exceptional customer service to support customers through voice, chat, SMS, email, social media and virtual consultation channels. You will provide personalized skincare guidance, assist customers with product selection and regimen development, process orders and service requests, resolve customer concerns and create meaningful customer relationships that elevate the IMAGE Skincare experience.
This role serves as a trusted resource for retail customers, professional partners, and Business Development Managers (BDMs), delivering skincare expertise, personalized consultations, operational support, and world-class customer experiences.
What You Will Do
Skincare Expertise & Consultations
- Educate customers on IMAGE Skincare products, ingredients, regimens, and best practices.
- Provide knowledgeable product recommendations based on customer goals, concerns, and skincare needs.
- Support sales growth through consultative product recommendations and awareness of products, promotions, and new launches via all support channels.
Customer Support & Service
- Deliver exceptional customer support through phone, email, chat, SMS, social media, and virtual consultation channels.
- Process customer orders, modifications, cancellations, returns, exchanges, credits and replacements, accurately and efficiently.
- Manage escalated customer concerns and work cross-functionally to achieve timely resolutions.
- Maintain accurate customer records and service tickets while meeting Service Level Agreements (SLAs).
- Use Zendesk, Microsoft 365 (Outlook & Teams), SAP, Shopify, Genesys and other business systems while managing multiple screens and customer interactions.
Professional Account & BDM Support
- Partner with Business Development Managers (BDM) and Regional Sales Managers (RM) to provide customer support, product guidance, order management, recover from service failures/escalations and follow-up support.
- Serve as a trusted extension of the field sales team by supporting account-related inquiries and education needs.
- Assist with professional account onboarding, activation, product recommendations, and customer retention efforts.
Customer Experience & Brand Advocacy
- Respond to customer inquiries through social media with professional, brand-aligned communication.
- Monitor customer feedback, product trends, FAQs, and social sentiment.
- Share customer insights that help improve products, processes, and the customer experience.
- Represent the IMAGE Skincare brand professionally and consistently across all touchpoints.
Compliance & Escalations
- Identify and escalate adverse events, product complaints, and concerns requiring additional review.
- Follow company policies and procedures related to customer safety, product complaints, and issue resolution.
What You Bring
Required
- Current esthetician license in good standing.
- 2+ years of experience in esthetics, skincare, spa, medical aesthetics, retail beauty, customer service, or a related field.
- Strong understanding of skincare products, ingredients, treatment protocols, and regimen development.
- A calm, caring approach to customer concerns and the ability to maintain professionalism in sensitive or high volume situations.
- Critical thinking, attention to detail, organization, adaptability and an initiative work style.
- Ability to balance customer service excellence, consultative selling, and operational execution in a fast-paced environment.
Physical Requirements
· Ability to remain seated at a workstation for extended periods while handling a high volume of customer interactions through phone, email, chat, SMS, and virtual consultation platforms.
· Ability to maintain focus, professionalism, and productivity while working in a fast-paced contact center environment.
· Use a headset, keyboard, mouse, laptop and 2 screens throughout the workday.
Work Environment
- This is an in-office position based at IMAGE Skincare Headquarters.
- Standard schedule is Monday-Friday, 9:00 AM-6:00 PM.
- Maintain schedule flexibility, including evenings and weekends during peak periods.
- Comfortable using multiple screens while managing voice, email, chat, SMS, social media, and virtual consultation interactions.
- Work collaboratively with retail customers, professional partners, BDMs, and cross-functional teams.
- Participate in training, product launches, department meetings, and company initiatives.
- Support occasional special projects and business initiatives as needed.
Why Join IMAGE Skincare?
Bring your esthetics expertise into a customer-focused role where every interaction is an opportunity to educate, support, inspire confidence, and strengthen customer relationships. As an Esthetician Care Specialist, you will play a key role in delivering exceptional customer experiences while supporting retail customers, professional partners, and the sales organization through personalized skincare guidance and consultative support.
Benefits Available:
- 9 Paid Holidays
- Medical, Dental, Vision and Life Insurance (after 30 days of employment)
- 401 (k) (after one year of service)
- Employee Corporate Discount Program
- PTO (Paid Time Off)
Job Type: Full-time
Pay: From $19.00 per hour
Work Location: In person
