Key skills
Shopify
About this role
Role Overview
- Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs
- 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
- 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
- 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
Benefits
- Remote Working for US Company
- Exposure to new technology & trend
- Competitive Salary