Senior Customer Support Agent - Premium Beauty

Remote/WorldwideFull-TimeSenior

Salary not disclosed

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Job Details

Proven experience in customer support for beauty, skincare, cosmetics, or luxury consumer brands
Background in e-commerce customer service
Familiarity with order management systems and shipping processes
Demonstrated ability to handle high-touch, premium customer interactions
Fluent in English with exceptional written communication skills
Ability to write with warmth, clarity, and sophistication—matching a premium brand tone
Strong problem-solving skills and sound judgment in handling sensitive situations
Detail-oriented with excellent organizational abilities
Experience with customer support platforms (Zendesk, Gorgias, Freshdesk, or similar)
Comfortable with e-commerce platforms (Shopify preferred)
Proficiency with Google Suite or Microsoft Office
Ability to quickly learn new tools and systems
Self-motivated and capable of working independently in a remote environment
Responsive and reliable—able to maintain consistent communication

Respond promptly to customer inquiries via email, chat, and social media with a premium, brand-aligned tone
Handle order management including processing, tracking, modifications, and cancellations
Manage returns, exchanges, and refunds with grace and professionalism
Address product questions, provide usage guidance, and offer personalized recommendations
Resolve shipping issues and coordinate with logistics partners to ensure smooth delivery
Turn challenging situations into positive experiences through empathetic problem-solving
Anticipate customer needs and proactively communicate relevant information
Document customer feedback and identify patterns to improve products and processes
Maintain detailed records of customer interactions in our support platform
Uphold our premium brand voice in all customer communications

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