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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply To This Job