Associate, Product Expert

WHAT ON EARTH IS DECIEM?

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty. Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose.

We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

We are looking for a naturally curious, customer-focused Associate, Product Expert to join our team at our Toronto Head Office.

In this role, you'll become a trusted product expert, helping customers navigate their skincare journeys through personalised, science-backed advice across phone, email, live chat and product reviews.

Working alongside a passionate team of Product Experts, you'll build tailored skincare regimens, translate complex ingredient science into clear, accessible guidance, and represent DECIEM's brands through every customer interaction.

This opportunity is ideal for someone who is passionate about skincare and exceptional customer experiences. You'll enjoy solving problems, communicating with confidence, paying close attention to detail, and continuously expanding your product and ingredient knowledge in a collaborative, fast-paced environment where curiosity and learning are celebrated.

The anticipated hourly range for this position is $50,000> to $55,000>.

Exact hourly rate depends on several factors such as experience, skills, education, and budget. Hourly range may vary based on geographic location.

• Deliver personalized, science-backed skincare advice and product recommendations across phone, email, live chat, and social media.
• Build meaningful customer relationships by understanding individual skincare needs and creating tailored routines.
• Develop deep product and ingredient expertise through ongoing collaboration with R&D, Scientific Communications, and Learning & Development teams.
• Provide compassionate, compliant support for product concerns and adverse reactions, partnering with Legal and Regulatory Affairs where appropriate.
• Accurately document customer interactions, product feedback, and resolutions to maintain high-quality customer data.
• Capture and categorize customer insights to identify trends and help inform product, brand, and customer experience improvements.
• Collaborate cross-functionally with Brand, Retail, Customer Support, Legal, and Regulatory teams to deliver a seamless customer experience.
• Contribute to team knowledge-sharing by participating in meetings, sharing best practices, and supporting continuous learning.
• Represent DECIEM's product expertise through live events, product education sessions, Q&As, and other brand initiatives.
• Consistently meet performance goals while supporting the wider Customer Happiness team and contributing to additional projects as needed.

• Excellent time management skills and the ability to prioritize work & ability to effectively manage multiple interactions and adapt to change within a fast-paced work environment
• Attention to detail, problem-solving skills, excellent written and verbal communication skills
• Intermediate computer skills in various software and web-based applications (Outlook, Google Suite, Salesforce)
• Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines
• 1 to 2 years relevant experience in a Contact Centre environment or similar role

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular…