Customer Support Representative (Beauty)
Permanent Employee, Full-time, Remote, PST Shift
Job Summary:
As a Customer Support Representative, you’ll be the warm, knowledgeable voice of our beauty e-commerce brand—answering calls, resolving issues, and guiding shoppers to the perfect products. Using Zendesk and Slack, you’ll handle everything from order status and returns to shade-matching questions, ensuring every interaction reflects our commitment to confidence and self-care.
Responsibilities:
Answer inbound customer calls promptly and professionally.
Resolve order inquiries, product questions, returns, and exchanges while maintaining brand tone and empathy.
Recommend products, shades, and routines based on customer needs and current beauty trends.
Create and update Zendesk tickets accurately, documenting interactions, refunds, and replacements.
Investigate shipping issues, payment discrepancies, and damaged-item claims, coordinating with logistics teams for quick solutions.
Flag recurring questions and contribute to FAQ or macro updates to improve first-call resolution.
Communicate in Slack with cross-functional teams about urgent feedback or product quality signals.
Meet or exceed KPIs for response time, handle time, CSAT, and documentation quality.
Requirements:
Minimum of 2 years of voice-based customer support experience, ideally within beauty, skincare, or personal-care e-commerce.
Proficiency with Zendesk Support for ticket management and call routing.
Experience using Slack for internal communication.
Familiarity with workforce-management tools such as Verint or Assembled is a plus.
Comfort discussing ingredients, shade ranges, and routine recommendations, with genuine interest in beauty products.
Clear, upbeat phone presence and strong written follow-up skills.
Proven ability to de-escalate concerns and find creative, customer-centric solutions.
Reliable note-taking, order look-ups, and multitasking across systems.
High-speed internet, USB headset, and a quiet workspace suitable for voice support.