Senior Customer Support Agent - Luxury Beauty Brand
New
P
PairedLuxury Beauty
Remote/WorldwideFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English, Spanish, French
- Required Skills
- ShopifyZendesk
Requirements
- 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
Responsibilities
- Respond to inquiries via Gorgias -> Richpanel (chat & email)
- Respond to Instagram/TikTok DMs
- 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
- 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
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