Customer Support Agent

Goda is a fast-growing DTC brand in the fragrance and skincare space, selling across the US and globally. The company is scaling rapidly and has a loyal customer base built through high-volume paid social advertising.

Location: Remote (US)

Salary: Not specified

Responsibilities

• Managing inbound customer tickets via helpdesk platform responding within 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.
• Handling social media comments and DMs with a helpful, human, and on-brand tone.
• Following SOPs while applying good judgment.
• Escalating complex, sensitive, or high-value cases to the CS Manager.
• Coordinating with fulfillment partners on order status, shipment errors, and reshipment requests.
• Identifying and flagging recurring fulfillment issues for operational review.
• Keeping customers informed on order updates, especially during delays.
• Logging shipment issues accurately.
• Meeting resolution targets and surfacing recurring complaints and issue trends.
• Contributing to SOP improvements.

Requirements

• Prior experience in a customer support role, preferably in DTC or e-commerce.
• Clear, confident written English.
• Experience working within helpdesk or ticketing systems.
• Calm under pressure and able to handle passionate customers.
• Highly detail-oriented with accuracy in order details.
• Proactive mindset in flagging problems.

Benefits

• Competitive salary based on market and experience.
• Fully remote work within your assigned market's timezone.
• Clear growth path within the CS team and retention functions.
• Structured SOPs, proper tooling, and a well-built CS team.