[Hiring] Senior Customer Support Agent @Paired

Role Description

We're seeking a detail-oriented, empathetic Senior Customer Support Agent to serve as the voice of our brand. This is a high-touch support role where you'll manage the full spectrum of customer inquiries—from order assistance and product questions to shipping updates and returns—all while maintaining the refined, premium tone that defines our brand.

• Respond promptly to customer inquiries via email, chat, and social media with a premium, brand-aligned tone
• Handle order management including processing, tracking, modifications, and cancellations
• Manage returns, exchanges, and refunds with grace and professionalism
• Address product questions, provide usage guidance, and offer personalized recommendations
• Resolve shipping issues and coordinate with logistics partners to ensure smooth delivery
• Turn challenging situations into positive experiences through empathetic problem-solving
• Anticipate customer needs and proactively communicate relevant information
• Document customer feedback and identify patterns to improve products and processes
• Uphold our premium brand voice in all customer communications
• Ensure every interaction reflects our commitment to quality and customer care
• Collaborate with the team to maintain consistency in messaging and support standards

Qualifications

• Proven experience in customer support for beauty, skincare, cosmetics, or luxury consumer brands
• Background in e-commerce customer service, including familiarity with order management systems and shipping processes
• Demonstrated ability to handle high-touch, premium customer interactions
• Fluent in English with exceptional written communication skills
• Ability to write with warmth, clarity, and sophistication—matching a premium brand tone
• Strong problem-solving skills and sound judgment in handling sensitive situations
• Detail-oriented with excellent organizational abilities
• Experience with customer support platforms (Zendesk, Gorgias, Freshdesk, or similar)
• Comfortable with e-commerce platforms (Shopify preferred)
• Proficiency with Google Suite or Microsoft Office
• Ability to quickly learn new tools and systems
• Self-motivated and capable of working independently in a remote environment
• Responsive and reliable—able to maintain consistent communication
• Patient, empathetic, and genuinely enjoys helping people
• Flexible and adaptable to evolving processes and growing brand needs

Requirements

• Personal passion for beauty, skincare, or wellness
• Experience with subscription-based or DTC beauty brands
• Multilingual capabilities (Spanish, French, or other languages)
• Familiarity with customer retention strategies
• Basic knowledge of beauty ingredients or formulations

Benefits

• Exposure to new technology & trend
• Competitive Salary