Senior Customer Support Agent - Luxury Beauty Brand

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Support Agent - Luxury Beauty Brand in United States.

This role is centered on delivering high-end, white-glove customer experiences for a luxury beauty audience where every interaction contributes to brand perception and customer loyalty. You will go beyond traditional support by offering personalized assistance, product guidance, and empathetic problem-solving across multiple channels, including email, chat, and social media. The environment is fast-paced, detail-oriented, and customer-obsessed, requiring strong autonomy and excellent communication skills. You will manage both routine inquiries and high-value VIP interactions with professionalism and care. This position plays a key role in shaping a premium customer journey and turning challenges into exceptional brand experiences. It is ideal for someone who thrives in a high-touch, experience-driven support environment.

Accountabilities:

Manage customer inquiries across Gorgias, Richpanel, email, chat, and social media platforms such as Instagram and TikTok
Handle order-related processes including tracking, modifications, cancellations, returns, exchanges, and refunds
Provide personalized product recommendations and beauty guidance tailored to customer needs
Resolve shipping and logistics issues in coordination with internal and external partners
Deliver empathetic, high-touch support while maintaining a consistent premium brand voice
Manage escalations and VIP/high-value customers with confidence and professionalism
Document recurring customer feedback and contribute insights to improve the overall customer experience

Requirements:

Proven experience in luxury, beauty, or DTC customer support environments
Strong background in high-touch, premium customer service roles
Exceptional written English with the ability to maintain a refined and consistent brand tone
Experience using customer support tools such as Gorgias, Zendesk, or similar platforms
Familiarity with e-commerce platforms, ideally Shopify
Comfortable managing social media DMs as a core support channel
Highly empathetic, patient, detail-oriented, and self-driven
Strong ability to work independently in a remote, fast-paced environment
Nice to have: multilingual skills (Spanish or French), beauty/wellness passion, subscription or beauty DTC experience, or knowledge of skincare ingredients

Benefits:

Fully remote position for a US-based company
Competitive salary package
Exposure to modern e-commerce and luxury beauty industry trends
Opportunity to work in a premium, fast-growing brand environment
Direct impact on customer experience and brand reputation
Flexible, independent work structure

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Senior Customer Support Agent - Luxury Beauty Brand

Requirements:

Benefits:

USA Remote Jobs