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Senior Customer Support Agent - Luxury Beauty Brand - Remote/Worldwide

Paired

Role overview

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)

Responsibilities

  • Respond to inquiries via Gorgias/Richpanel chat and Instagram/TikTok DMs
  • Manage orders (tracking, modifications, cancellations) and handle returns, exchanges, and refunds
  • Provide product guidance and personalized recommendations while maintaining a premium brand voice
  • Resolve shipping issues, coordinate with logistics partners, and handle escalations with VIP customers

Key facts

Hard skills

Shopify Escalation Management Cash Register Shipping And Receiving Personalized Marketing Brand Management Order Management Cosmetic Sciences Customer Centricity

Other skills

  • Communication
  • Time Management
  • Patience
  • Detail Oriented
  • Empathy
  • Problem Solving

About the company

Paired logo

Paired

Digital Health & Health Tech

Love more. Stress less. Paired is your guide to improve communication, stay connected, and deepen intimacy as a couple. With our daily questions feature you get a fun question to answer every day with your partner. Each question comes with a research-based fact of why answering it will help your relationship, and only by answering the question yourself can you unlock your partner’s answer! If you’re looking to identify your relationship strength and growth areas then our couple quizzes are here to help. Each week the quiz is on a different aspect of your relationship, and when your partner answers the quiz you’ll be able to compare answers. Think you know your partner well? Put your knowledge to the test with our couple games! Guess your partner’s answers to funny, thoughtful, and downright silly questions and see how many guesses you get right. The partner with the highest score wins the game! Lastly, our relationship tips are written by the world’s top couple therapists and academics and draw on decades of research to help you understand what works and what doesn’t in a relationship. Join the community of people around the world building lasting love with Paired today.

Company details

Company typeStartup
IndustryDigital Health & Health Tech
Company size11 - 50

Links

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Job description

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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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