Senior Customer Support Agent - Luxury Beauty Brand in Quinta de Portugal, Castelo Branco at Jobgether

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 Portugal.

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.

• Manage customer inquiries across Gorgias, Richpanel, email, chat, and social media platforms such as Instagram and TikTok
• Handle order-related processes including tracking, modifications, cancellations, returns, exchanges, and refunds
• Provide personalized product recommendations and beauty guidance tailored to customer needs
• Resolve shipping and logistics issues in coordination with internal and external partners
• Deliver empathetic, high-touch support while maintaining a consistent premium brand voice
• Manage escalations and VIP/high-value customers with confidence and professionalism
• Document recurring customer feedback and contribute insights to improve the overall customer experience

• Proven experience in luxury, beauty, or DTC customer support environments
• Strong background in high-touch, premium customer service roles
• Exceptional written English with the ability to maintain a refined and consistent brand tone
• Experience using customer support tools such as Gorgias, Zendesk, or similar platforms
• Familiarity with e-commerce platforms, ideally Shopify
• Comfortable managing social media DMs as a core support channel
• Highly empathetic, patient, detail-oriented, and self-driven
• Strong ability to work independently in a remote, fast-paced environment
• Nice to have: multilingual skills (Spanish or French), beauty/wellness passion, subscription or beauty DTC experience, or knowledge of skincare ingredients

• Fully remote position for a US-based company
• Competitive salary package
• Exposure to modern e-commerce and luxury beauty industry trends
• Opportunity to work in a premium, fast-growing brand environment
• Direct impact on customer experience and brand reputation
• Flexible, independent work structure