As a Customer Experience (CX) Agent, you’ll be the voice of our brand and a key driver of exceptional customer outcomes. From answering pre-sales questions and providing order updates to troubleshooting issues and managing escalations, you’ll create positive, lasting impressions at every touchpoint. Your professionalism, empathy, and warmth will turn each interaction into an opportunity to build trust and loyalty. If you’re passionate about delivering memorable customer experiences and making customers feel genuinely valued, this role is for you. 

Responsibilities:

• Respond to customer inquiries via all channels according to established SLAs

• Troubleshoot order and product issues for customers

• Provide pre-sale support to help guide customers in making their purchase, including upsells and cross-sells

• Resolve complaints and provide appropriate solutions based on established guidelines (refunds, upgrades, discounts, etc.)

• Calmly route escalated contacts to ensure a positive customer experience 

• Handle returns and warranty claims processing

• Document daily activities

• Perform special projects and miscellaneous duties as assigned (data and ticket audits)

• Collaborate with other teams such as fulfillment operations, marketing, finance, and product 

Qualifications & Skills

• Excellent, fluent English communication skills, both spoken and written

• 2+ years of customer-facing experience in a high-volume call center or similar environment, with a proven track record of delivering quality interactions

• 1+ years of e-commerce or online retail experience (or comparable)

• Strong problem-solving skills and sound judgment when addressing customer issues

• Proficiency across all support channels—email, phone, live chat, SMS, and social media—with the ability to provide a seamless, positive experience on each

• Confidence and composure on the phone

• Social media fluency, including experience responding to inquiries in public comments and DMs while protecting brand voice and reputation

• Confidence managing escalated situations with professionalism and care

• Sales and customer retention experience

• Patience, empathy, and a genuine passion for creating positive customer experiences

• Ability to work independently and stay resourceful when resolving challenges

• Proven ability to manage a high volume of contacts efficiently while maintaining quality

• Background in beauty or consumer products is a plus

Personal Qualities

• Friendly, kind, and dependable

• Consistently reliable with strong follow-through on commitments

• Hardworking and self-motivated in a remote setting

• Well-organized and punctual, with excellent time-management skills

• Resilient and proactive in adapting to new tools, policies, and customer needs

Work Setup

• Reliable high-speed internet connection

• Desktop or laptop computer and headset suitable for professional calls

Platforms we use

• Shopify

• Gorgias

• Redo

• Amazon Seller

• Meta

• TikTok

• Nectar AI

• G-suite (google sheets, Gmail, slides)

• Asana

• Slack

Job Details 

• Full time: 40 hours/week

• Salary range: $4-$6/hour USD

• 13th Month pay included

• 8 hour shift, U.S. Pacific Time Zone

• Coverage hours subject to change as volume dictates

• May include weekend hours and U.S. holidays