Customer Care Specialist (Social + Zendesk + TikTok Shop) — Remote

About MyMagicHealer
MyMagicHealer is a mission-driven skincare brand helping people with painful,
sensitive skin flare-ups find real support and relief. We care deeply about customer
experience, not just transactions. Every message is a chance to build trust, provide
clarity, and make customers feel supported.

Role Summary
We’re hiring a high-level Customer Care Specialist who combines speed, empathy, and
strong execution. You’ll manage support across social media, Zendesk, and TikTok Shop
while protecting brand trust and delivering clear outcomes.

Core Responsibilities
- Provide fast, human, and accurate support across Instagram/Facebook, TikTok Shop,
and Zendesk (email + chat)
- Handle product guidance, order updates, shipping issues, returns, and escalations
with clear next steps
- Respond to public reviews/comments in a calm, brand-aligned voice
- Investigate each case before replying (order history, tracking, previous messages)
- Escalate complex/high-risk cases quickly with complete internal notes
- Follow SOPs, macros, tags, and policies consistently
- Flag recurring customer issues and share patterns with the team

What Success Looks Like
- First response sent quickly during shift (target: within 30 minutes)
- Customers feel supported, not scripted
- Complex issues resolved with minimal back-and-forth
- Escalations are timely, clear, and actionable
- Communication is warm, concise, and on-brand
- Systems are followed with precision; feedback improves workflows

Required Qualifications
- 2+ years of e-commerce customer care experience (email + chat required)
- Strong written English (clear, natural, professional)
- Experience with both private support and public-facing replies/comments
- Good judgment in sensitive customer situations
- Organized, proactive, and reliable in remote work
- Comfortable with performance targets and accountability

Preferred Qualifications
- TikTok Shop support experience
- Zendesk experience
- Shopify/order management experience
- Community engagement/social moderation experience

Schedule & Role Type
- Remote, long-term role
- Set working hours required (please share availability in PST)
- Training provided (SOPs, templates, escalation framework)

How to Apply (Required)
Please include all items below in one message:

1) Short Video Intro (2-3 minutes)
- Introduce yourself
- Share your customer care experience

2) Top 3 Real Cases You Handled
For each case, include:
- Customer issue
- Your response (exact or close-to-exact)
- Final outcome
- What you learned

3) Personal Fit
- What are you most passionate about outside work?

4) Practical Details
- Internet speed
- Available working hours in PST
- Expected monthly compensation

If you’re fast, thoughtful, and care about helping people through difficult skin
journeys, we’d love to hear from you.