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Senior Customer Support Agent (Premium Beauty)
Luxury Beauty Brand – Remote • Full-Time
Start Date: February 5, 2025

About Us

We are a luxury beauty brand dedicated to offering exceptional products and an elevated customer experience. We believe every customer interaction should reflect the premium quality and care behind our formulations. As we continue to grow, we’re looking for a Senior Customer Support Agent who understands that in the luxury space, support goes beyond resolving issues—it’s about creating memorable, positive experiences that strengthen customer loyalty.

The Role

We’re looking for a detail-oriented, empathetic Senior Customer Support Agent to represent our brand. This high-touch role involves managing a wide range of customer inquiries—from order assistance and product guidance to shipping updates and returns—while maintaining the refined tone that defines our brand.

You will be the primary point of contact for customers who have chosen our products, and your warm, professional, solutions-driven approach will shape how they feel about our brand.

What You’ll Do

Customer Support & Communication
• Respond promptly to customer inquiries via email, chat, and social media using a polished, brand-aligned tone
• Manage order processing, tracking, changes, and cancellations
• Oversee returns, exchanges, and refunds with professionalism and care
• Answer product questions, offer guidance, and provide personalized recommendations
• Resolve shipping concerns and coordinate with logistics partners for seamless delivery

Customer Experience
• Turn challenging situations into positive experiences through empathy and effective problem-solving
• Anticipate customer needs and communicate key information proactively
• Document customer feedback and help identify trends for product and process improvements
• Keep detailed, accurate records of customer interactions in our support system

Brand Stewardship
• Maintain our premium brand voice across all customer communication
• Ensure every interaction reflects our commitment to quality and exceptional care
• Collaborate with the team to uphold consistent messaging and support standards

Requirements

Essential Experience
• Proven experience in customer support for beauty, skincare, cosmetics, or luxury consumer brands
• Background in e-commerce customer service with knowledge of order systems and shipping workflows
• Demonstrated ability to manage high-touch interactions within a premium brand environment

Communication & Skills
• Fluent English speaker with outstanding writing skills
• Able to communicate with warmth, clarity, and sophistication
• Strong problem-solving abilities and sound judgment in sensitive situations
• Highly detail-oriented with excellent organizational skills

Technical Proficiency
• Experience using customer support tools such as Zendesk, Gorgias, or Freshdesk
• Comfortable working with e-commerce platforms, especially Shopify
• Proficient with Google Suite or Microsoft Office
• Able to quickly learn new systems and tools

Work Style
• Self-motivated and able to work independently in a remote setting
• Reliable and responsive with consistent communication
• Patient, empathetic, and genuinely passionate about helping customers
• Adaptable and comfortable with evolving processes in a growing brand

Nice-to-Haves
• Personal interest in beauty, skincare, or wellness
• Experience with subscription-based or DTC beauty brands
• Ability to speak additional languages such as Spanish or French
• Knowledge of customer retention strategies
• Basic understanding of beauty ingredients or formulations

What Success Looks Like
• Customers feel valued, understood, and confident in their choice to shop with us
• Response and resolution times are consistently strong
• Customer satisfaction metrics meet or exceed targets
• You identify opportunities to enhance the customer experience
• Brand voice remains polished, consistent, and elevated across all communication

• Remote work for a U.S.-based company
• Exposure to new technologies and industry trends
• Competitive salary