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The Role
Senior Customer Support Agent – Luxury Beauty Brand
We're a luxury beauty brand seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with VIP customers—not basic ticket handling.
What You'll Do
Customer Support
- Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs (critical)
- Handle order management, tracking, modifications, and cancellations
- Manage returns, exchanges, and refunds with grace
- Provide product guidance and personalized recommendations
- Resolve shipping issues and coordinate with logistics partners
Customer Experience
- Turn challenging situations into positive experiences through empathetic problem-solving
- Maintain our premium brand tone in all communications
- Document feedback and identify patterns for improvement
- Handle escalations and high-AOV/VIP customers with confidence
Requirements
Required Qualifications
- Luxury/beauty DTC experience strongly preferred
- Proven track record in high-touch, premium customer support
- Exceptional written English with ability to maintain sophisticated brand voice
- Experience with customer support platforms (Gorgias, Zendesk, or similar)
- Comfortable with e-commerce platforms (Shopify preferred)
- Self-motivated, detail-oriented, and capable of independent work
- Patient, empathetic, and genuinely enjoys helping people
- Comfortable managing Instagram & TikTok DMs as core responsibility
Nice-to-Haves
- Personal passion for beauty, skincare, or wellness
- Multilingual capabilities (Spanish, French)
- Subscription or DTC beauty brand experience
- Knowledge of beauty ingredients or formulations
Success Metrics
- Prompt response times and efficient resolution
- Consistently high customer satisfaction ratings
- Premium brand voice maintained across all channels
- Proactive identification of experience improvements
- Confident handling of VIP and escalated situations
Benefits
- Remote Working for US Company
- Exposure to new technology & trend
- Competitive Salary
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