What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Provide high-quality customer support via phone, email, and live chat.

• Resolve issues related to missing/damaged items, returns, exchanges, shipping, and product guidance.

• Champion brand values while assisting customers with empathy and professionalism.

• Help customers find the right beauty and skincare products based on their individual needs.

• Maintain and update a product knowledge base (ingredients, usage, availability).

• Collaborate with warehouse and CX managers to resolve fulfillment and delivery issues.

• Track returns, complaints, and customer interactions; report insights monthly.

• Support analytics on customer buying behavior to improve retention and satisfaction.

• Ensure fast resolution times while exceeding CSAT benchmarks.

• Use tools like Gorgias or Zendesk to manage tickets and maintain organized records.

• Mentor and guide interns or part-time team members to maintain a positive CX culture.

Who are we looking for?

• Minimum 2 years of customer experience (CX), ideally in eCommerce or retail.

• Experience in the beauty/skincare industry is highly preferred.

• Familiarity with Shopify, Gorgias/Zendesk, and order fulfillment systems.

• Experience with tools like Narvar, Yotpo, and Forter (fraud detection).

• Strong communication skills and a passion for helping people.

• Creative thinker who can offer personalized solutions with a positive attitude.