Customer Experience Generalist

About Caldera + Lab

Caldera + Lab is a premium skincare brand for men and one of the fastest-growing DTC startups in the US. Backed by Series A funding and recognized on BeautyMatter's 2025 Future50 list, we're entering an exciting new chapter as we redefine men's skincare with innovative products and a growth-driven, entrepreneurial team culture.

The Role:

We're looking for a Customer Experience Generalist to cover a 6-month maternity leave, starting this summer. This is a fixed-term contract role, though there is potential for the right person to transition into a full-time position at the end of the contract period.

We want someone who lives for live, human connection. Someone who picks up the phone with energy, solves problems in real time, and leaves every customer feeling genuinely taken care of.

While you'll support customers across email as well, the phone is your primary channel. It's where you'll do your best work and make the biggest impact - listening, troubleshooting, recommending, and turning a single conversation into lasting brand loyalty.

Just as important, you bring real skincare knowledge to the table. Our customers come to us for guidance they can trust, and you'll be a credible, knowledgeable resource who can speak to skin concerns, routines, and ingredients with genuine expertise.

As our CX Generalist, you're comfortable across the full customer journey, quick to jump in wherever the customer needs you, and always raising the bar on what white glove service looks like.

What You'll Do:

• Be the voice of Caldera + Lab on our live phone line, handling inbound and outbound calls with warmth, confidence, and a genuine desire to help.
• Solve customer problems live, thinking on your feet to deliver fast, thoughtful resolutions in a single conversation whenever possible.
• Provide responsive, polished support across our CX phone and email channels.
• Act as a trusted skincare expert, guiding customers to the right routine, products, and ingredients for their individual needs and concerns.
• Manage and support our large subscriber base, handling subscription questions, changes, and retention with care and precision.
• Partner closely with your fellow Customer Experience team to resolve issues seamlessly behind the scenes.
• Spot patterns in customer conversations and bring ideas to the team for new programs, process improvements, and standout experiences.
• Maintain deep product and brand knowledge so every interaction reflects the quality our customers expect.
• Collaborate daily with the team via email, Zoom, and Slack.

Who You Are:

• A genuine skincare expert with a real background in skincare and the knowledge to speak credibly about skin concerns, routines, and ingredients.
• A natural on the phone who genuinely enjoys talking to people and thrives on solving problems in real time.
• 3+ years of customer experience in skincare, beauty, or wellness, ideally at a premium DTC brand.
• Experienced in managing a large subscriber base, with a strong understanding of subscription customers; Recharge experience is a plus.
• Comfortable in a fast-paced, entrepreneurial environment where you've been trusted to think independently.
• A confident, articulate communicator - exceptional on the phone and equally strong in writing.
• A proactive problem-solver who sees a customer issue as a chance to create a memorable experience, not just close a ticket.
• Detail-oriented and able to juggle multiple conversations and priorities without losing the personal touch.
• Skilled in support, inventory and eCommerce tools such as Warehouse Management Systems, Gorgias and Shopify Plus.
• Based on the East Coast or able to work core hours 9am-5pm ET, Monday through Friday.
• Equipped with a reliable, high-speed internet connection that supports video conferencing and clear phone calls.