Customer Experience Associate

About Marin Skincare

Marin Skincare is a quickly growing skincare brand in Portland, ME, seeking an empathetic, enthusiastic Customer Experience Associate to join our high-performing, purpose-driven team. Marin is a six-year-old startup creating skincare products for people with dry, damaged, eczema-prone skin, using a protein found in lobster as the key ingredient, and to say the least, our DTC growth has been explosive. Following national news coverage, viral TikToks and rapid retail expansion, we’re excited to bring a new team member into our dynamic, fast-paced environment.

About the Role

Joining the team in a stage of rapid growth, you’ll become a key member of our customer service team and a point of contact for our customers and community. Engaging with them through email, SMS, and social media channels, you’ll play a vital role in ensuring our customers feel heard, supported, and cared for, ensuring all inquiries are swiftly responded to in a friendly, helpful and authentic manner. We’re not here to “just respond” or “just answer people’s questions.” We’re turning ordinary moments and interactions into relationships and lasting experiences.

This position is perfect for someone who thrives on making genuine connections, solving problems, and enjoys creating meaningful experiences for an engaged community that loves Marin!

You’ll become an integral part of our culture, which as a quickly growing startup bringing life-changing skincare products to a nationwide customer base, necessitates hard work and high energy, balanced with valuing our team members’ quality of life and fulfillment in the work we do. We’re excited to bring on people who are ready to ‘lean in’, be invested in growing the brand as much as they’re invested in growing themselves personally and professionally, and join us on the impact-driven journey that is Marin.

Job Type: Full-Time, Hourly, Hybrid (2 days in office required - Portland, ME) 

Schedule: Friday, Saturday and Sunday required. Other 2 days flexible

Responsibilities:

• Serve as the first point of contact for customer inquiries via Gorgias CRM, email, and SMS, providing timely and empathetic support.
• Respond to comments and DMs on social media platforms (Facebook, Instagram, TikTok), ensuring we feel with our customers and ensure they are celebrated and heard.
• Work within Shopify and various shipping services to resolve customer issues related to orders, products, and more, ensuring a positive resolution for all problems, big or small! 
• Collaborate with our team to surface emerging themes and improve the customer experience, systems and processes, sharing feedback and insights gained from customer interactions.
• Become a Glycoprotein expert with our growing catalog of products.
• Escalate inquiries when necessary to the appropriate team member.

Experience and Skills Required:

• Empathy, patience, and a positive attitude.
• Excellent communication and interpersonal abilities, both verbal and written. 
• Attention to detail and accuracy. 
• Bring an “anything is figureoutable” and “anything is possible” mindset, who’s not afraid to think outside the box.
• Be a driven, coachable self-starter with a great sense of humor, who’s as confidently ambitious as thoughtfully humble; ready to learn, grow and enjoy the ride. 
• Proven customer service experience, e-commerce preferred. 
• Proficiency in Shopify and Gorgias CRM is a plus. 

Why Join Marin:

• Be part of a fast-growing startup making a real impact on people’s lives, with positive, ambitious people who enjoy what they do and who they do it with.
• A collaborative, entrepreneurial culture where your ideas and contributions matter.
• Competitive compensation and health benefits.

About Marin Skincare

Marin is a Portland, Maine-based skincare brand creating gentle and effective skincare products for people with dry, damaged and upset skin, using a glycoprotein found in lobster as the key ingredient. Founded by two biomedical engineers with a passion for helping others, our mission is to increase the quality of life of everyone who suffers from all types of dry, damaged and upset skin concerns; through skincare products, content and experiences. From scrappy beginnings to explosive growth building the momentum to become a category leader, we’re looking for high-performing, energetic people to join our team, grow with us and change the world.

Learn more about us and our story at www.MarinSkincare.com.

Marin Skincare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.