Customer Support Agent
Core
Handling customer inquiries for a DTC fragrance and skincare brand across email, social, and ticket channels to resolve issues and protect brand trust.
Role type
Customer Support Agent (DTC/E-commerce)
Builds
Customer retention and satisfaction for a global DTC brand
Domain
Direct-to-Consumer (DTC) Fragrance and Skincare
Deliverable
client delivery
Required skills
Ticket management, order issue resolution, social media response, fulfillment coordination, SLA adherence, pattern identification, SOP adherence
Preferred skills
DTC or e-commerce experience, helpdesk platform familiarity, proactive problem flagging
Responsibilities
Managing inbound customer tickets via helpdesk platform, resolving order issues end-to-end (delays, returns, refunds), handling social media comments and DMs, coordinating with fulfillment partners on shipment status, surfacing recurring customer complaints and issue trends, contributing to SOP improvements
Seniority
Individual Contributor, entry to mid-level