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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 offering exceptional products and a top-tier customer experience. We believe every customer interaction should reflect the premium quality and careful craftsmanship behind our formulations. As we grow, we’re looking for a Senior Customer Support Agent who understands that support in the luxury space is about more than solving issues—it’s about creating positive, memorable experiences that build long-lasting loyalty.

## The Role
We’re seeking a detail-oriented, empathetic Senior Customer Support Agent who represents our brand to the outside world. In this fast-paced, highly customer-focused role, you’ll handle a wide range of customer inquiries—from order assistance and product recommendations to shipping updates and returns—while maintaining the elegant tone that defines our brand.

You’ll be the main point of contact for customers who choose our products, and your friendly, professional, solution-driven approach will shape how they feel about us.

## What You’ll Do
### Customer Service & Communication
– Respond to customer questions quickly via email, chat, and social media in a polished, brand-appropriate tone
– Assist with order processing, tracking, changes, and cancellations
– Handle returns, exchanges, and refunds with professionalism and care
– Answer product questions and provide personalized guidance and recommendations
– Resolve shipping issues and coordinate with logistics partners to ensure smooth delivery

### Customer Experience
– Turn challenging situations into positive outcomes through empathy and effective problem-solving
– Anticipate customer needs and proactively share key information
– Document customer feedback and help identify trends to improve products and processes
– Ensure thorough, accurate documentation of customer interactions in our support system

### Brand Ownership
– Maintain our premium brand voice across all customer communications
– Ensure every interaction reflects our commitment to quality and exceptional care
– Work with the team to ensure consistent messaging and support standards

## Requirements
### Required Experience
– Proven experience in customer support within beauty, skincare, cosmetics, or for luxury consumer brands
– Experience in e-commerce customer support, including familiarity with order systems and shipping processes
– Evidence that you can successfully manage high-touch interactions in a premium-brand environment

### Communication & Skills
– Fluent English with excellent writing skills
– Ability to communicate warmly, clearly, and confidently
– Strong problem-solving skills and sound judgment in sensitive situations
– High attention to detail and strong organizational skills

### Technical Skills
– Experience with support tools such as Zendesk, Gorgias, or Freshdesk
– Familiarity with e-commerce platforms, especially Shopify
– Solid knowledge of Google Workspace or Microsoft Office
– Ability to quickly learn new tools and systems

### Working Style
– Self-motivated and able to work independently in a remote environment
– Consistent, reliable, and fast communication
– Patient, empathetic, and genuinely interested in helping customers
– Adaptable and confident while working with evolving processes in a growing brand

## Preferred Qualifications
– Interest in beauty, skincare, or wellness
– Experience with subscription or DTC beauty brands
– Ability to speak additional languages (e.g., Spanish or French)
– Familiarity with customer retention strategies
– Basic knowledge of beauty ingredients or formulations

## What Success Looks Like
– Customers feel valued, understood, and confident when shopping with us
– Strong, consistent response and resolution times
– Customer satisfaction metrics meet or exceed goals
– You identify opportunities to improve the customer experience
– Our brand voice remains high-quality, consistent, and elevated across all communication channels

– Remote role for a company based in the United States
– Opportunity to work with new technologies and stay on top of industry trends
– Competitive salary