Senior Customer Support Agent - Luxury Beauty Brand

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Support Agent - Luxury Beauty Brand in Israel.This role is centered on delivering high-end, white-glove customer experiences for a luxury beauty audience where every interaction contributes to brand perception and customer loyalty. You will go beyond traditional support by offering personalized assistance, product guidance, and empathetic problem-solving across multiple channels, including email, chat, and social media. The environment is fast-paced, detail-oriented, and customer-obsessed, requiring strong autonomy and excellent communication skills. You will manage both routine inquiries and high-value VIP interactions with professionalism and care. This position plays a key role in shaping a premium customer journey and turning challenges into exceptional brand experiences. It is ideal for someone who thrives in a high-touch, experience-driven support environment.AccountabilitiesManage customer inquiries across Gorgias, Richpanel, email, chat, and social media platforms such as Instagram and TikTokHandle order-related processes including tracking, modifications, cancellations, returns, exchanges, and refundsProvide personalized product recommendations and beauty guidance tailored to customer needsResolve shipping and logistics issues in coordination with internal and external partnersDeliver empathetic, high-touch support while maintaining a consistent premium brand voiceManage escalations and VIP/high-value customers with confidence and professionalismDocument recurring customer feedback and contribute insights to improve the overall customer experienceRequirementsProven experience in luxury, beauty, or DTC customer support environmentsStrong background in high-touch, premium customer service rolesExceptional written English with the ability to maintain a refined and consistent brand toneExperience using customer support tools such as Gorgias, Zendesk, or similar platformsFamiliarity with e-commerce platforms, ideally ShopifyComfortable managing social media DMs as a core support channelHighly empathetic, patient, detail-oriented, and self-drivenStrong ability to work independently in a remote, fast-paced environmentNice to have: multilingual skills (Spanish or French), beauty/wellness passion, subscription or beauty DTC experience, or knowledge of skincare ingredientsBenefitsFully remote position for a US-based companyCompetitive salary packageExposure to modern e-commerce and luxury beauty industry trendsOpportunity to work in a premium, fast-growing brand environmentDirect impact on customer experience and brand reputationFlexible, independent work structureHow Jobgether WorksWe use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best! Why Apply Through Jobgether?Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.