Note: The job is a remote job and is open to candidates in USA. ModSquad is a company that has been reinventing the Customer Experience Services industry since 2007, partnering with a global luxury jewelry brand. The role involves delivering exceptional customer support through phone and email, providing personalized solutions, and ensuring a premium customer experience.
Responsibilities
- Deliver exceptional customer support through inbound phone calls and support tickets
- Provide personalized solutions
- Resolve customer inquiries with professionalism and empathy
- Create a seamless experience that reflects the standards of a luxury brand
- Investigate customer concerns
- Document interactions thoroughly
- Collaborate with internal teams to ensure timely and accurate resolutions
Skills
- Have experience using Gorgias or a similar customer support platform
- Be comfortable delivering white-glove customer support to high-end customers via phone and email
- Be an active listener who can gather the right information, ask thoughtful questions, and confidently guide customers toward the best resolution
- Demonstrate excellent written communication skills, including grammar, spelling, and professional etiquette. Personalized responses are essential
- Be approachable, empathetic, and able to build rapport while delivering a premium customer experience
- Be tech-savvy, organized, and able to navigate multiple systems efficiently
- Be comfortable documenting customer interactions thoroughly and providing detailed notes when escalating issues
- Be resourceful and confident in finding answers by utilizing available documentation, knowledge bases, and internal resources before escalating issues when appropriate
- Have strong attention to detail and an interest in fashion, luxury retail, or fine jewelry
- A dedicated desktop or laptop computer running Windows 11 or later
- A reliable, high-speed internet connection
- A high-quality headset with a noise-canceling microphone
- A quiet, distraction-free workspace suitable for handling calls
- Willingness to install ModSquad security software and enable two-factor authentication (2FA) on both your computer and mobile device
- 16 GB RAM preferred
Company Overview