Customer Service Agent

Smooche is a fast-growing direct-to-consumer beauty brand operating across Shopify and Amazon. We are looking for a Customer Support Agent to manage inbound customer inquiries and ensure a high-quality support experience as the brand continues to scale.

Responsibilities

Manage inbound customer emails via Zendesk , Gorgias or similar helpdesk
Resolve order, shipping, returns, and product inquiries quickly and professionally
Use Shopify to manage orders, refunds, discounts, and customer accounts
Coordinate with 3PL partners regarding shipments and fulfillment issues
Track recurring issues and escalate operational gaps to the team
Maintain response templates and help center documentation

Requirements

3+ years of customer support experience in DTC e-commerce
Experience with Zendesk, Gorgias, Freshdesk, or similar platforms
Strong working knowledge of Shopify order management
Experience working with 3PL logistics and fulfillment workflows
Strong written English and ability to manage high ticket volumes

Nice to Have

Experience supporting beauty, skincare, or lifestyle brands
Familiarity with Amazon Seller Central and Shopify
Experience handling international shipping issues