Customer Experience Associate

Reale Actives is setting a new standard for acne-prone skin. Founded by Alix Earle and developed alongside dermatologist Dr. Kiran Mian, the brand was built from real experience with breakouts and the belief that skincare should be both effective and uncomplicated. Our products combine clinically proven actives with barrier-supporting ingredients to treat breakouts while keeping skin balanced and healthy. We focus on formulas that actually work — gentle exfoliators, oil-balancing actives, redness-reducing ingredients, and microbiome-friendly hydration designed to improve overall skin quality. At Reale Actives, we’re building more than a skincare line. We’re building a brand rooted in authenticity, confidence, and real life. Our team is collaborative, entrepreneurial, and passionate about creating products that help people feel comfortable in their skin. We’re looking for thoughtful, curious people who are excited to help shape a fast-growing beauty brand from the ground up. Role Overview We’re looking for an empathetic, detail-oriented Customer Experience Associate to support day-to-day customer interactions and ensure a high-quality, responsive experience across all channels. This role is highly operational and fast-paced, requiring strong judgment, clear communication, and the ability to manage a high volume of inquiries while maintaining a thoughtful, on-brand voice. You’ll play a critical role in how customers experience Reale Actives, ensuring every interaction reflects our standards and values. What You’ll Do Respond to +100 inbound customer inquiries daily, primarily through email Resolving customer issues while focusing on first contact resolution and customer satisfaction Own the customer experience end to end, ensuring every issue is fully resolved Flex hours above 40 per week during peak periods or team absences Prioritize effectively in a high-volume, real-time environment Deeply understand and execute the brand’s tone of voice in all customer interactions Ensure communication is clear, empathetic, and resolution-focused Partner closely with Social and Community teams on customer-facing interactions Collaborate with CX leadership to resolve issues efficiently Identify recurring customer issues and trends As a growing startup, responsibilities may evolve as the company continues to scale. What Success Looks Like Monthly achievement of monthly key performance indicators such as Customer Satisfaction, Quality Assurance, Emails per Hour, and others Establishing a reputation for being a reliable, accountable, and self-motivated team member who positively impacts customers and others Building strong partnerships across marketing, product, and leadership teams What We’re Looking For 2+ years of experience in customer-facing roles like retail, food service, hospitality, or similar digital customer support Strong written communication skills with the ability to adapt tone and voice Highly organized and responsive, with the ability to manage a high volume of inquiries Empathetic, solutions-oriented, and customer-first mindset Comfortable working in a fast-paced, evolving startup environment Intrinsically motivated individual, detail-oriented, and high personal accountability Ability to handle challenging emails with positivity and professionalism Growth mindset and a desire to grow personally and professionally Nice to Have Experience in DTC, beauty, wellness, or consumer brands Experience with CX tools (e.g., Gorgias, Zendesk, or similar) Familiarity with customer support via social channels Comprehensive healthcare (medical, dental, vision) with 100% employee premium coverage Unlimited PTO plus paid holidays and sick time "} #J-18808-Ljbffr