About the role
Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.
The Role
Senior Customer Support Agent – Luxury Beauty Brand
We're a luxury beauty brand seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with VIP customers—not basic ticket handling.
What You'll Do
Customer Support
Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs (critical)
Handle order management, tracking, modifications, and cancellations
Manage returns, exchanges, and refunds with grace
Provide product guidance and personalized recommendations
Resolve shipping issues and coordinate with logistics partners
Customer Experience
Turn challenging situations into positive experiences through empathetic problem-solving
Maintain our premium brand tone in all communications
Document feedback and identify patterns for improvement
Handle escalations and high-AOV/VIP customers with confidence
Requirements
Required Qualifications
Luxury/beauty DTC experience strongly preferred
Proven track record in high-touch, premium customer support
Exceptional written English with ability to maintain sophisticated brand voice
Experience with customer support platforms (Gorgias, Zendesk, or similar)
Comfortable with e-commerce platforms (Shopify preferred)
Self-motivated, detail-oriented, and capable of independent work
Patient, empathetic, and genuinely enjoys helping people
Comfortable managing Instagram & TikTok DMs as core responsibility
Nice-to-Haves
Personal passion for beauty, skincare, or wellness
Multilingual capabilities (Spanish, French)
Subscription or DTC beauty brand experience
Knowledge of beauty ingredients or formulations
Success Metrics
Prompt response times and efficient resolution
Consistently high customer satisfaction ratings
Premium brand voice maintained across all channels
Proactive identification of experience improvements
Confident handling of VIP and escalated situations
Benefits
Remote Working for US Company
Exposure to new technology & trend
Competitive Salary
Originally posted on Himalayas