Customer Service Representative

A well-known, established beauty brand is seeking an experienced, motivated, and brand-driven Customer Service Representative to join its Digital Consumer Relations team. This is a fully remote, long-term freelance opportunity offering full-time hours, with the requirement to work West Coast business hours.

In this role, you will serve as the voice of the brand, assisting consumers via email, live chat, and phone with order-related inquiries, product questions, and product selection guidance. The ideal candidate thrives in a fast-paced, high-volume environment, maintains a professional and brand-appropriate demeanor at all times, and proactively escalates issues or trends to leadership when needed.

Key Responsibilities

• Respond to consumer inquiries quickly and efficiently across multiple channels

• Resolve order issues and provide knowledgeable product support and recommendations

• Accurately code and document consumer cases within internal systems

• Identify and escalate recurring issues or concerns to leadership

• Collaborate with team members and actively participate in team meetings

Requirements

• Minimum 2+ years of direct customer service experience, ideally within e-commerce , beauty or consumer brands

• Hands-on experience with Salesforce, Shopify, and Zendesk (required)

• Ability to work West Coast hours

• Comfortable managing high-volume case loads while maintaining accuracy, empathy, and efficiency

• Quick learner and self-starter who can work independently in a remote environment

• Strong organizational and multitasking skills

• Excellent written and verbal communication skills

• Strong passion for beauty, cosmetics, and skincare, with the ability to speak the “language” of beauty confidently

• Positive, solutions-oriented attitude and strong sense of accountability

• Team player who is flexible, adaptable, and collaborative

Rate: $18/hour