Customer Support Agent

<p>About Goda</p><p>We are Goda, a fast-growing DTC brand in the fragrance and skincare space, selling across the US and globally. Our hero products built a loyal customer base across our markets, and we're scaling fast.</p><p>We run paid social at high volume, which means a steady stream of new customers discovering us every day. Our CS team is the bridge between that first purchase and a customer who comes back, subscribes, and tells their friends. That's not a small job, and we don't treat it like one.</p><p> </p><p>The Role</p><p>You'll be handling customer inquiries for our brand across your assigned market - tickets, order issues, social comments, email queries, and anything in between. Our CS team aims to resolve customer queries fast, communicate clearly, and protect the trust we've built with our customers.</p><p>You'll work within our helpdesk systems, follow established SOPs, and coordinate directly with our fulfillment partners when orders need intervention.</p><p>You'll report to the CS Manager and be held to clear SLA standards and quality benchmarks. This isn't a reactive, clear-the-queue role. We expect you to take ownership, flag patterns, and escalate intelligently.</p><p> </p><p>What You'll Be Doing</p><p>Ticket &amp; Query Management</p><p>• Managing inbound customer tickets for Goda via our helpdesk platform — responding within SLA targets across email and social channels</p><p>• Resolving order issues end-to-end: delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries related to our product lines</p><p>• On top of our AI tools, you’ll be handling social media comments and DMs for with a tone that's helpful, human, and on-brand (the human side of CS)</p><p>• Following our SOPs precisely, while applying good judgment when a situation isn't covered by the script</p><p>• Escalating complex, sensitive, or high-value cases to the CS Manager through the correct internal channels without letting things sit too long</p><p>Fulfillment Coordination</p><p>• Coordinating with our fulfillment partners on order status, shipment errors, and reshipment requests</p><p>• Identifying and flagging recurring fulfillment issues - carrier failures, address errors, or delivery pattern problems to the CS Manager for operational review</p><p>• Keeping customers proactively informed on order updates, especially during delays, rather than waiting for them to follow up</p><p>• Logging shipment issues accurately so the team has full visibility on what's happening across each market</p><p>Quality &amp; Accountability</p><p>• Meeting daily and weekly resolution targets as set by the CS Manager</p><p>• Surfacing recurring customer complaints and issue trends so root causes get fixed, not just individual tickets</p><p>• Contributing to SOP improvements when you identify gaps - we build this together</p><p></p>How We Measure Your Performance<p>•   First response time and overall resolution time against our brand’s SLA targets</p><p>•   Customer satisfaction score (CSAT) on resolved tickets</p><p>•   Resolution rate - tickets fully closed versus reopened</p> <p></p>Must-Haves<p>•   Prior experience in a customer support role - DTC or e-commerce experience strongly preferred</p><p>•   Clear, confident written English, you write like a person who actually cares, not a copy-paste machine</p><p>•   Comfortable working within a helpdesk or ticketing systems (any platform experience is a plus; we'll train you on ours)</p><p>•   Calm under pressure, our customers are passionate about our products, and when something goes wrong, they want it fixed quickly; you can hold that without matching their frustration</p><p>•   Highly detail-oriented ( order numbers, tracking references, refund amounts, product SKUs; accuracy matters and mistakes are visible)</p><p>•   Proactive mindset - you flag problems before they become escalations</p>Instant No's<p>•   Slow response times or leaving tickets unresolved without a clear next step (our SLAs exist for a reason)</p><p>•   You over-rely on generic templates or pre-set AI responses in the system that don't address the customer's actual issue -&gt; our customers notice, and it damages the brand</p><p>•   Low accountability - if something goes wrong, we need to know immediately, not find out when it surfaces publicly on social</p><p>•   Careless with order details &gt;  wrong SKUs, incorrect refund amounts, or inaccurate tracking information are not acceptable</p><p></p> <p></p><p>•   Competitive salary based on market and experience</p><p>•   Fully remote, work from within your assigned market's timezone</p><p>•   Clear growth path within our CS team and retention function</p><p>•   Structured SOPs, proper tooling, and a CS team that's being built to the right standard</p><br/><br/>Please mention the word **INTIMATE** and tag RMmEwMTo0Zjk6NmE6MTY2YTo6Mg== when applying to show you read the job post completely (#RMmEwMTo0Zjk6NmE6MTY2YTo6Mg==). 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