Paired is seeking a Senior Customer Support Agent for a luxury beauty brand, dedicated to delivering a premium, white-glove customer experience. In this role, you will autonomously manage VIP relationships and handle inquiries across digital channels, ensuring every interaction reflects our high standards.
What You'll Do
- Respond to customer inquiries via Gorgias, Richpanel (chat & email), and Instagram/TikTok DMs.
- Handle all aspects of order management, including tracking, modifications, and cancellations.
- Manage returns, exchanges, and refunds according to brand standards.
- Provide expert product guidance and personalized recommendations.
- Resolve shipping issues and coordinate with logistics partners.
- Turn challenging situations into positive experiences through proactive, empathetic problem-solving.
- Maintain a sophisticated, premium brand tone in all written communications.
- Document customer feedback and identify patterns for process improvement.
- Handle escalations and support for high-AOV and VIP customers.
What We're Looking For
- Direct-to-consumer experience in luxury or beauty is strongly preferred.
- A proven track record in high-touch, premium customer support.
- Exceptional written English with the ability to maintain a sophisticated brand voice.
- Hands-on experience with customer support platforms like Gorgias or Zendesk.
- Comfortable navigating e-commerce platforms, with Shopify experience preferred.
- Self-motivated, detail-oriented, and capable of working independently.
- Patient, empathetic, and genuinely enjoys helping people solve problems.
- Comfortable managing Instagram and TikTok DMs as a core responsibility.
Nice to Have
- A personal passion for beauty, skincare, or wellness.
- Multilingual capabilities, particularly in Spanish or French.
- Experience with subscription models or DTC beauty brands.
- Knowledge of beauty ingredients or product formulations.
Technical Stack
- Gorgias
- Richpanel
- Shopify
Benefits & Compensation
- Remote work for a US-based company.
- Exposure to new technology and industry trends.
- Competitive salary.
Work Mode
This is a fully remote position open to candidates worldwide.
Paired is an equal opportunity employer.
