Senior Customer Support Agent for E-commerce - Remote

Overview

We're seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with customers, not basic ticket handling.

In Short

• Respond to inquiries via Gorgias and 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

• Experience in customer support, particularly in e-commerce
• Strong communication skills
• Ability to manage high-pressure situations
• Familiarity with customer support tools like Gorgias and Richpanel
• Empathetic and customer-focused attitude

Benefits

• Work remotely from anywhere
• Opportunity to work with a diverse team
• Competitive salary
• Career growth opportunities