Remote Customer Support Representative

Summary

Join our fast-growing press-on nail brand based in Australia as a Customer Support Representative. In this part-time (20 hours) role, you will be responsible for managing customer inquiries through email and social media platforms, providing product information, and ensuring a seamless customer experience.

Requirements

• 1-3 years of experience in customer service or related fields
• Excellent written and verbal communication skills in English
• Experience in the beauty industry, particularly press-on nails, is an advantage but not required
• Familiarity with e-commerce platforms, particularly Shopify, is preferred
• Experience with customer support tools (e.g., Gorgias or Richpanel) is a plus
• Proficiency in Microsoft Outlook and other Microsoft Office applications
• Strong leadership skills, with the ability to train and mentor new team members
• Ability to learn the brand and effectively communicate with customers, affiliates, and influencers in the brand’s voice
• Ability to work independently and as part of a team in a remote environment
• Strong organizational skills and attention to detail
• Proactive problem-solving abilities and a positive attitude
• Experience in influencer outreach or relationship management
• Ability to act as a thought partner, providing insights and suggestions for improving customer service strategies

Responsibilities

• Respond promptly to customer inquiries via email and social media channels in the brand tone & voice, ensuring a high level of customer satisfaction
• Answer tickets/emails before 8 AM AU time (prior to shipment) to address any changes in address or cancellations
• Manage social media interactions and engage with the community on platforms such as Facebook, Instagram, and TikTok (like, comment, etc.)
• Assist customers with order modifications, address changes, and any product-related queries
• Process customer support tickets and ensure timely follow-up on unresolved issues
• Maintain a strong understanding of our products and services to effectively assist customers
• Collaborate with team members to ensure a cohesive approach to customer service
• Transition customer service processes to a CRM system (e.g., Gorgias) and assist in training for future hires
• Handle complex complaints and inquiries as they arise, under the supervision of management