Senior Customer Support Agent - Luxury Beauty Brand

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. The position is located in South Africa.

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.

• 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

• 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

• 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