Customer Service Representative (E-commerce) 1.1

Job Description

Customer Service Representative (E-commerce / DTC) – Remote (PST Hours)

About the Company

We are a mission-driven beauty brand creating high-performance, vegan, and 100% cruelty-free makeup and skincare products. Beyond delivering exceptional beauty solutions, we are committed to giving back and supporting initiatives that help communities thrive. We believe exceptional customer experiences are just as important as exceptional products.

Position Overview

We are seeking a highly motivated, empathetic, and detail-oriented Customer Service Representative to join our growing Customer Experience team. In this role, you will be the frontline voice of the brand, supporting customers across multiple channels and ensuring every interaction reflects our core values of compassion, empowerment, and excellence.

This is a fully remote role, with required availability during Pacific Standard Time (PST) hours.

Key Responsibilities

• Respond to customer inquiries via email, chat, phone, and social media with professionalism, warmth, and a solutions-oriented mindset.
• Troubleshoot and resolve issues related to orders, shipping, billing, product usage, returns, and exchanges in a timely manner.
• Manage customer tickets using Gorgias and Zendesk, including automation, documentation, and case escalation when necessary.
• Maintain accurate and detailed customer records to ensure continuity and high-quality support.
• Collaborate cross-functionally with fulfillment, marketing, and product teams to address customer concerns and improve the overall experience.
• Stay current on product knowledge, policies, and procedures to provide accurate information and thoughtful recommendations.
• Identify trends and recurring issues in customer feedback and proactively suggest improvements to processes and customer experience.

Requirements

Qualifications

• 2+ years of customer service experience, preferably in e-commerce or DTC environments.
• Hands-on experience with Gorgias and Zendesk (experience using both is a strong plus).
• Excellent written and verbal communication skills.
• Strong empathy, patience, and proven ability to de-escalate challenging customer situations.
• Highly detail-oriented with strong problem-solving and multitasking abilities.
• Ability to work consistently during Pacific Standard Time (PST) hours.
• Experience in the beauty or skincare industry is a strong advantage.
• Passion for beauty, wellness, and making a positive impact.