Customer Service Agent — Luxury Home Fragrance

About the Role

LTVplus is hiring a Customer Service Agent for a luxury home fragrance brand. You'll manage all customer service operations and deliver a luxury-level concierge experience across multiple platforms.

Responsibilities

• Manage daily ticket handling across multiple channels
• Deliver luxury-level concierge experience across platforms
• Address shipping issues, claims, escalations, reviews, and post-purchase support
• Serve as primary contact for wholesale accounts
• Process wholesale orders, invoices, and tester sets
• Oversee Faire channel management including inventory and fulfillment
• Track performance metrics and maintain standard operating procedures

Requirements

• Polished, professional communication style with strong attention to detail
• Advanced proficiency in Gorgias and Shopify (Faire experience preferred)
• Proactive problem-solver with good judgment for escalating VIP matters
• Experience with B2B logistics, wholesale processing, and inventory management
• Ability to take full ownership of the customer experience department
• Quick learner capable of collaborating across teams

Schedule

Full-time, Monday–Friday, 8:00 AM – 5:00 PM EST, plus 1-2 hours weekend coverage.