Customer Support Agent

ABOUT THE ROLE We are Goda, a fast-growing Direct-to-Consumer brand in the fragrance and skincare space, selling across the US and globally. As a Customer Support Agent, you will be the bridge between our customers and our brand, ensuring that every interaction is positive and that our customers feel valued and supported. You will play a critical role in scaling our customer base and driving loyalty through exceptional customer service. WHAT YOU'LL DO As a Customer Support Agent, your primary responsibilities will include: Managing inbound customer tickets for Goda via our helpdesk platform, responding within Service Level Agreement (SLA) targets across email and social channels Resolving order issues end-to-end, including delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries related to our product lines Handling social media comments and DMs in a tone that is helpful, human, and on-brand Following established Standard Operating Procedures (SOPs) precisely, while applying good judgment when a situation is not covered by the script Escalating complex, sensitive, or high-value cases to the CS Manager through the correct internal channels without letting things sit too long You will also be responsible for coordinating with our fulfillment partners on order status, shipment errors, and reshipment requests, identifying and flagging recurring fulfillment issues, and keeping customers proactively informed on order updates. Quality & Accountability You will be expected to meet daily and weekly resolution targets as set by the CS Manager, surface recurring customer complaints and issue trends, and contribute to SOP improvements when you identify gaps. WHAT YOU'LL NEED To be successful in this role, you will need: Prior experience in a customer support role, preferably in a DTC or e-commerce environment Clear, confident written English, with the ability to write in a way that is engaging and empathetic Comfortable working within a helpdesk or ticketing system (any platform experience is a plus; we will train you on ours) Calm under pressure, with the ability to handle frustrated customers in a professional and empathetic manner Highly detail-oriented, with a focus on accuracy and attention to detail Proactive mindset, with the ability to flag problems before they become escalations WHY REMOTE As a remote employee, you will have the flexibility to work from within your assigned market's timezone, allowing you to maintain a healthy work-life balance and avoid the need for lengthy commutes. BENEFITS We offer a competitive salary based on market and experience, as well as a clear growth path within our CS team and retention function. You will also have access to structured SOPs, proper tooling, and a CS team that is being built to the right standard.