Senior Customer Support Agent – Luxury Beauty

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Address inquiries through Gorgias, Richpanel (both chat and email), as well as Instagram and TikTok direct messages.

• Oversee order management, including tracking, modifications, and cancellations.

• Gracefully manage returns, exchanges, and refunds.

• Offer product insights and tailored recommendations.

• Resolve shipping challenges and liaise with logistics partners.

• Transform difficult situations into positive outcomes through empathetic problem-solving.

• Uphold our premium brand voice in all communications.

• Record feedback and recognize trends for enhancement.

• Confidently handle escalations and cater to high-AOV/VIP customers.

⛳️ Requirements

• Experience in luxury/beauty direct-to-consumer (DTC) strongly preferred.

• Proven success in providing high-touch, premium customer support.

• Exceptional written English skills, with the ability to maintain a sophisticated brand voice.

• Familiarity with customer support platforms such as Gorgias, Zendesk, or similar.

• Comfortable using e-commerce platforms, with Shopify preferred.

• Self-driven, detail-oriented, and capable of working independently.

• Patient, empathetic, and genuinely enjoys assisting others.

• Proficient in managing Instagram and TikTok direct messages as a primary responsibility.

🏝️ Benefits

• Remote working opportunity for a US-based company.

• Exposure to innovative technology and trends.

• Competitive salary.