Senior Customer Support Agent

Overview

Paired is a global recruiting platform placing top-tier remote talent with leading international companies. They are currently seeking a Senior Customer Support Agent on behalf of a luxury beauty brand client. This role involves delivering premium, brand-consistent customer experiences across multiple channels.

Responsibilities

• Manage customer inquiries via email, live chat, and social media (Instagram DMs, TikTok)
• Process orders, track shipments, and handle modifications, returns, and refunds
• Provide personalized product guidance and recommendations for luxury beauty products
• Resolve shipping and logistics issues by coordinating with delivery partners
• Handle escalated VIP cases with empathy and professionalism
• Maintain a sophisticated brand voice across all customer touchpoints
• Document customer feedback to identify product and service improvements

Requirements

• Prior customer support experience, ideally in beauty, skincare, or luxury brands
• E-commerce background with order management system knowledge
• Exceptional written English — ability to maintain a premium brand voice
• Proficiency with Gorgias, Zendesk, or Freshdesk
• Shopify platform familiarity
• Self-directed and reliable for remote work environments

Nice to Have

• Personal interest in beauty or wellness products
• Experience with subscription or DTC brands
• Multilingual capabilities (Spanish or French)