Customer Support Specialist

About the Company

Rambee Softech LLC is a US-registered ecommerce growth agency that helps direct-to-consumer brands expand on Shopify. A 25+ member specialist team delivers complete ecommerce support across customer service, conversion rate optimization, email and SMS retention, paid media, Shopify development, and analytics. The company works with rapidly growing beauty, skincare, lifestyle, and wellness brands in the US to create strong customer experiences and support long-term revenue growth. With headquarters in the US and an operations team in Noida, India, the workplace is designed to be fast-moving and learning-focused.

Role Overview

The Customer Support Specialist will manage customer communication across email and chat, handle order-related concerns, and support shoppers with product guidance and skincare recommendations. The role also involves coordinating internally to resolve delivery issues, processing post-purchase requests, and ensuring service quality targets are met.

Key Responsibilities

• Respond to customer messages through email and chat about orders, products, returns, and refunds.
• Share correct details about products, including ingredients, application methods, and suitability for different skin types.
• Address issues such as damaged, missing, or wrong deliveries while staying within service-level timelines.
• Work with logistics and warehouse teams to monitor shipments and speed up delivery where needed.
• Handle refunds, replacements, and store credit adjustments on Shopify or WooCommerce platforms.
• Record customer feedback, reviews, and product-related concerns for the product team.
• Spot recurring problems and escalate them to the team lead for process improvements.
• Maintain strong CSAT and first-response performance in line with team targets.
• Support customers with skincare advice and help them choose the most suitable products.

Candidate Profile

• At least 1 year of experience in customer support, ideally with D2C, beauty, skincare, or wellness brands.
• Strong written and spoken English communication skills; Hindi is an added advantage.
• A calm, patient, and empathetic approach, especially when dealing with sensitive skin concerns.
• Experience using helpdesk tools such as Gorgias, Freshdesk, Zendesk, or similar systems.
• Basic knowledge of skincare products, ingredients, or routines is beneficial.
• Comfortable managing heavy workloads during launches or sale periods.
• Dependable team player who can take initiative and work with limited supervision.

Perks and Benefits

• Free product allowance so you can experience the products you support.
• Incentives based on performance, including CSAT and resolution metrics.
• Flexible remote-friendly work arrangement.
• Budget for learning and development in skincare, communication, or CX tools.
• Opportunity to grow with a fast-scaling beauty brand and move into senior CX or brand-focused roles.