About this role

Monitor and respond to TrustPilot, Okendo, and Trusted Shops reviews across CurrentBody Skin, ZIIP Beauty, and Tria Laser.
Respond to all ≤3-star TrustPilot reviews within 12 hours — without exception.
Same-day escalation of all ≤2-star reviews to your TL.
Tag and log all review responses accurately in Airtable to support monthly reporting.
Track recurring negative themes and escalate to your TL for product or process feedback loops.
End of week: provide your TL with a summary of volume, themes, and score movements.

A background or genuine interest in the beauty and skincare industry is highly desirable.
Excellent written communication — warm, professional, and credible across three distinct brand voices.
Experience responding to reviews or managing customer feedback platforms.
Empathy and composure when handling frustrated or disappointed customers.
Organised and detail-oriented — able to manage high volumes without missing a response.
Familiar with TrustPilot, Okendo, or similar platforms (or quick to learn).

Customer Service Escalations Advisor

Key skills