Senior Customer Support Agent

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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 committed to delivering exceptional products and an elevated customer experience. We believe that every interaction with our customers should reflect the premium quality and care that goes into our formulations. As we continue to grow, we're looking for a Senior Customer Support Agent who understands that in the luxury space, support isn't just about solving problems—it's about creating memorable, positive experiences that strengthen customer relationships.

The Role

We're seeking a detail-oriented, empathetic Senior Customer Support Agent to serve as the voice of our brand. This is a high-touch support role where you'll manage the full spectrum of customer inquiries—from order assistance and product questions to shipping updates and returns—all while maintaining the refined, premium tone that defines our brand.

You'll be the first point of contact for customers who have chosen us, and your ability to deliver warm, professional, and solutions-focused support will directly impact how they feel about our brand.

What You'll Do

Customer Support & 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

Customer Experience

• 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

Brand Stewardship

• Uphold our premium brand voice in all customer communications
• Ensure every interaction reflects our commitment to quality and customer care
• Collaborate with the team to maintain consistency in 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, including familiarity with order management systems and shipping processes
• Demonstrated ability to handle high-touch, premium customer interactions

Communication & Skills

• 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

Technical Proficiency

• 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

Work Style

• Self-motivated and capable of working independently in a remote environment
• Responsive and reliable—able to maintain consistent communication
• Patient, empathetic, and genuinely enjoys helping people
• Flexible and adaptable to evolving processes and growing brand needs

Nice-to-Haves

• Personal passion for beauty, skincare, or wellness
• Experience with subscription-based or DTC beauty brands
• Multilingual capabilities (Spanish, French, or other languages)
• Familiarity with customer retention strategies
• Basic knowledge of beauty ingredients or formulations

What Success Looks Like

• Customers feel heard, valued, and confident in their choice to purchase from us
• Response times are prompt and resolution times are efficient
• Customer satisfaction ratings consistently meet or exceed targets
• You proactively identify opportunities to improve the customer experience
• Brand voice and tone remain consistent and elevated across all communications

• Remote Working for US Company
• Exposure to new technology & trend
• Competitive Salary