Senior Customer Support Agent (Luxury Beauty, Remote)

Job summary

This role focuses on providing exceptional customer service experiences for a luxury beauty clientele, emphasizing personalized assistance and empathetic problem-solving across various communication channels.

Qualifications

• Demonstrated experience in luxury, beauty, or direct-to-consumer customer support settings.
• Strong background in high-touch customer service roles.
• Excellent written English with a refined brand tone.
• Familiarity with customer support tools like Gorgias or Zendesk.
• Knowledge of e-commerce platforms, preferably Shopify.
• Comfortable managing social media direct messages as a support channel.
• Highly empathetic, patient, detail-oriented, and self-motivated.
• Ability to work independently in a remote, fast-paced environment.
• Preferred: Multilingual skills (Spanish or French), passion for beauty/wellness, experience in subscription or beauty DTC, or knowledge of skincare ingredients.

Responsibilities

Benefits

• Manage customer inquiries through Gorgias, Richpanel, email, chat, and social media platforms such as Instagram and TikTok.
• Handle order-related processes including tracking, modifications, cancellations, returns, exchanges, and refunds.
• Provide tailored product recommendations and beauty guidance based on customer needs.
• Resolve shipping and logistics issues in collaboration with internal and external partners.
• Deliver empathetic, high-touch support while maintaining a premium brand voice.
• Manage escalations and VIP/high-value customers with professionalism.
• Document recurring customer feedback and contribute insights to enhance the overall customer experience.
• Fully remote position.
• Competitive salary package.
• Exposure to modern e-commerce and luxury beauty industry trends.
• Opportunity to work in a premium, fast-growing brand environment.
• Direct impact on customer experience and brand reputation.
• Flexible, independent work structure.