About the role

Customer Care & Proof Coordinator sits at the intersection of customer service and marketing. Half your time you'll be the friendly, calm voice helping customers get great outcomes with their routines. The other half you'll be curating and collecting proof: before-and-after photos, reviews and short video testimonials that show what ESK actually does in real lives. Think of this as being the "guardian of proof" for the brand.

Key responsibilities

- Respond to customer emails and messages in a warm, clear, evidence-based way

- Help customers choose and adjust routines (with support from our clinical team and existing protocols)

- Proactively follow up with customers after purchase to check in on results and experience

- Spot recurring product or experience issues and flag them to the team

- Identify "hero" customers from support interactions and invite them to share reviews, photos or short videos

- Use simple, structured prompts to turn casual praise into strong, specific testimonials (clear before/after, timeframes, what changed)

- Organise and tag assets in a explicit system (concern, product used, timeframe, rights granted, etc.)

- Make sure our proof stays honest: raw, accurate, and aligned with a doctor-led brand (no misleading edits, no exaggerated claims)





- Work with marketing to keep our "wall of proof" fresh across the website, emails and social

About you

- Have 2+ years in customer service, CX, clinic reception, beauty retail, or a similar client-facing role

- Are an excellent writer who can explain things simply and kindly

- Are detail-obsessed: filenames, tags, permissions and follow-ups don't slip through the cracks

- Care deeply about honesty in skincare marketing and feel uncomfortable with overpromising

- Are comfortable asking happy customers to share their stories on camera or in photos

- Are curious about skin and willing to learn our product and protocol logic

- Skincare or clinic experience is a big plus, but not required if you're willing to learn

About us

ESK is an evidence-based, doctor-led skincare brand founded by Dr Ginni, voted Australia's most trusted healthcare professional in 2022. Our products are used in medi-spas and clinics across Australia and the UK, and trusted by thousands of women who are tired of marketing claims that don't stack up. We pride ourselves on three things: Products that are backed by evidence, not hype; High-touch, human customer service; Real-world results shown through honest before-and-afters, reviews and stories.

📌 Customer Care & Proof Coordinator (Banksmeadow)
🏢 Evidence Skincare
📍 Banksmeadow