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

## About Us
We’re a luxury beauty brand committed to delivering exceptional products and a refined customer experience. We believe every customer interaction should reflect the premium quality and care behind our formulas. As we grow, we’re looking for a Senior Customer Support Agent who understands that in the luxury space, support is about more than resolving issues—it’s about creating positive, memorable experiences that build lasting loyalty.

## The Role
We’re seeking a detail-oriented, empathetic Senior Customer Support Agent to represent our brand. This hands-on role involves handling a variety of customer questions—such as order assistance, product recommendations, shipping updates, and returns—while maintaining the polished tone that defines our brand.

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

## What You’ll Do
### Customer Support & Communication
– Respond promptly to customer inquiries via email, chat, and social media with a polished, brand-aligned tone
– Assist with order processing, tracking, updates, and cancellations
– Handle returns, exchanges, and refunds with professionalism and care
– Answer product questions and offer personalized guidance and recommendations
– Address shipping concerns and coordinate with logistics partners to ensure smooth delivery

### Customer Experience
– Use empathy and effective problem-solving to turn challenging situations into positive outcomes
– Anticipate customer needs and share key information proactively
– Capture customer feedback and help identify trends to improve products and processes
– Keep accurate, detailed records of customer interactions in our support system

### Brand Stewardship
– Keep our premium brand voice consistent across all customer communications
– Ensure every interaction reflects our commitment to quality and exceptional care
– Partner with the team to maintain consistent messaging and support standards

## Requirements
### Essential Experience
– Prior customer support experience in beauty, skincare, cosmetics, or luxury consumer brands
– Experience in e-commerce customer service, including familiarity with order systems and shipping processes
– Proven ability to manage high-touch customer interactions in a premium brand environment

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

### Technical Proficiency
– Experience with customer support platforms such as Zendesk, Gorgias, or Freshdesk
– Comfortable working with e-commerce platforms, particularly Shopify
– Proficiency with Google Workspace or Microsoft Office
– Ability to quickly learn new tools and systems

### Work Style
– Self-motivated and able to work independently in a remote environment
– Reliable, consistent, and responsive communication
– Patient, empathetic, and genuinely committed to helping customers
– Flexible and comfortable with evolving processes at a growing company

## Nice-to-Haves
– Interest in beauty, skincare, or wellness
– Experience with subscription-based or DTC beauty brands
– Additional language skills (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 shopping with us
– Consistently strong response and resolution times
– Customer satisfaction metrics meet or exceed targets
– You identify opportunities to improve the customer experience
– Our brand voice remains polished, consistent, and elevated across all communications

– Remote position supporting a U.S.-based company
– Chance to work with new technologies and stay current on industry trends
– Competitive salary