Customer Support Agent

About Goda 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. 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. The Role 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. You'll work within our helpdesk systems, follow established SOPs, and coordinate directly with our fulfillment partners when orders need intervention. 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. What You'll Be Doing Ticket & Query Management • Managing inbound customer tickets for Goda via our helpdesk platform — responding within SLA targets across email and social channels • Resolving order issues end-to-end: delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries related to our product lines • 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) • Following our SOPs precisely, while applying good judgment when a situation isn't 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 Fulfillment Coordination • Coordinating with our fulfillment partners on order status, shipment errors, and reshipment requests • Identifying and flagging recurring fulfillment issues - carrier failures, address errors, or delivery pattern problems to the CS Manager for operational review • Keeping customers proactively informed on order updates, especially during delays, rather than waiting for them to follow up • Logging shipment issues accurately so the team has full visibility on what's happening across each market Quality & Accountability • Meeting daily and weekly resolution targets as set by the CS Manager • Surfacing recurring customer complaints and issue trends so root causes get fixed, not just individual tickets • Contributing to SOP improvements when you identify gaps - we build this together How We Measure Your Performance • First response time and overall resolution time against our brand’s SLA targets • Customer satisfaction score (CSAT) on resolved tickets • Resolution rate - tickets fully closed versus reopened Must-Haves • Prior experience in a customer support role - DTC or e-commerce experience strongly preferred • Clear, confident written English, you write like a person who actually cares, not a copy-paste machine • Comfortable working within a helpdesk or ticketing systems (any platform experience is a plus; we'll train you on ours) • 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 • Highly detail-oriented ( order numbers, tracking references, refund amounts, product SKUs; accuracy matters and mistakes are visible) • Proactive mindset - you flag problems before they become escalations Instant No's • Slow response times or leaving tickets unresolved without a clear next step (our SLAs exist for a reason) • You over-rely on generic templates or pre-set AI responses in the system that don't address the customer's actual issue -> our customers notice, and it damages the brand • Low accountability - if something goes wrong, we need to know immediately, not find out when it surfaces publicly on social • Careless with order details > wrong SKUs, incorrect refund amounts, or inaccurate tracking information are not acceptable • Competitive salary based on market and experience • Fully remote, work from within your assigned market's timezone • Clear growth path within our CS team and retention function • Structured SOPs, proper tooling, and a CS team that's being built to the right standard