Provide friendly and accurate customer support across multiple channels including phone, email, chat, and social media. Manage order issues, returns, subscriptions, and product inquiries while maintaining high customer satisfaction standards.
Customer Service Specialist
Role Summary
Beauty by Earth is looking for a compassionate, detail-oriented Customer Service Specialist to support our customers across every stage of their experience with our brand.
This is a hands-on customer service role. You will communicate directly with customers through phone, email, live chat, SMS, social media, reviews, and marketplace messaging. You will help resolve order issues, answer product questions, manage returns and subscriptions, and turn difficult situations into positive customer experiences.
You’ll work closely with our Customer Service Manager, as well as Operations and other internal teams. You will receive training, documented procedures, and clear guidelines, but you must also be comfortable using good judgment, taking ownership, and following an issue through to resolution.
Key Responsibilities
Customer Communication
Provide friendly, accurate, and timely customer support through:
Phone
Email
Live chat
SMS
Social media messages and comments
Product reviews
Amazon and other marketplace messages
Communicate fluently and professionally in written and spoken English
Adapt your communication style to the customer, channel, and situation
Represent Beauty by Earth with empathy, patience, and professionalism
Order, Shipping & Account Support
Assist customers with order status, shipping delays, delivery issues, and address changes
Resolve damaged, missing, incorrect, or lost orders
Process cancellations, returns, refunds, replacements, and reshipments according to company guidelines
Support customers with subscription changes, cancellations, and account questions
Troubleshoot promotional codes, discounts, payment issues, and order errors
Product & Customer Education
Answer questions about products, ingredients, product use, and routines
Help customers select products based on their needs and preferences
Use approved resources and training materials to provide accurate information
Escalate adverse reactions, sensitive complaints, or other high-risk concerns according to company procedures
Social, Reviews & Marketplace Support
Respond to customer questions and concerns across social media platforms
Monitor and respond to product and company reviews using the appropriate brand voice
Support customer inquiries across Shopify, Amazon, TikTok Shop, Target, Walmart, and other sales channels
Escalate public or sensitive issues quickly and appropriately
Help protect the customer experience and Beauty by Earth’s reputation across channels
Systems & Documentation
Work daily within Shopify, Richpanel, Judge.me, CommentGuard, and sales-channel platforms
Maintain accurate and complete notes on customer interactions
Follow documented policies, macros, escalation paths, and standard operating procedures
Identify recurring customer issues and share patterns with the Customer Service Manager
Help keep customer service resources, FAQs, and internal documentation current
Customer Experience & Issue Resolution
Take ownership of customer concerns from initial contact through resolution
Issue refunds, replacements, discounts, or other approved resolutions within established guidelines
Balance empathy and customer satisfaction with company policies and sound business judgment
Collaborate with Operations and other departments to resolve fulfillment, inventory, product, or system issues
Support teammates during absences and periods of high customer volume
Performance & Quality
Work toward Beauty by Earth’s customer experience standards, including:
Maintaining an owned queue with no unassigned backlog
Median email first-response time under 12 hours
Median chat, direct message, and SMS first-response time under 2 minutes during coverage hours
Customer satisfaction of 90% or higher
Reopen rate below 5%
One-touch resolution rate of 70% or higher
Manage an appropriate daily ticket volume without sacrificing accuracy, empathy, or resolution quality
Review performance with the Customer Service Manager and apply feedback consistently
Help identify opportunities for stronger self-service resources and more efficient customer support
What We’re Looking For
1–2 years of customer service experience, preferably supporting an ecommerce or consumer brand
Fluent written and spoken English
Confidence handling live customer phone calls in English
Strong writing skills with excellent grammar, clarity, and attention to tone
Experience supporting customers through email, chat, social media, or other digital channels
Comfortable learning Shopify, Richpanel, Judge.me, CommentGuard, and marketplace platforms
Calm and professional when working with upset or frustrated customers
Sound judgment and the ability to follow policies while considering the individual customer situation
Highly organized, dependable, and detail-oriented
Comfortable managing multiple channels and shifting priorities
Receptive to coaching, feedback, performance standards, and ongoing training
Able to work independently in a fully remote environment
Reliable high-speed internet and a quiet, professional environment for customer phone calls
What success looks like:
Customers receive fast, friendly, and accurate support across every channel
Customer concerns are owned and resolved without unnecessary handoffs or repeat contacts
Written messages and phone conversations consistently reflect Beauty by Earth’s voice and values
Orders, refunds, replacements, subscriptions, and other requests are processed accurately
Customer service queues remain organized, current, and free of unassigned backlog
Customer satisfaction, first-response time, reopen rate, and one-touch resolution meet company standards
Recurring customer issues and improvement opportunities are proactively identified and shared
Teammates can rely on you during high-volume periods and planned or unexpected absences
This role is ideal for someone who:
Genuinely enjoys helping people
Communicates clearly, warmly, and confidently
Likes solving problems and bringing issues to a complete resolution
Can remain calm and thoughtful when a customer is frustrated
Values clear procedures but can also exercise good judgment
Takes ownership of outcomes, not just individual tasks
Is comfortable being measured on both service quality and responsiveness
Wants to grow as a customer experience professional
Role Details
Full-time
Fully Remote
Thursday - Monday
Standard schedule of approximately 8:00 a.m. to 4:00 p.m. CST
Some flexibility in exact working hours may be discussed
Occasional additional coverage may be requested during high-volume periods or when team members are out
Strong written and spoken English required
Regular customer phone support required
No freelance or project-only arrangements
About Beauty by Earth:
Beauty by Earth is a clean, high-performing skincare brand on a mission to help people look and feel their best—without compromise. We’re passionate about natural, non-toxic ingredients, sustainable practices, and delivering products that actually work. A few fast facts:
Female-founded, Made in the USA
Certified Cruelty-Free & Plastic Neutral
Sold across Amazon, Shopify, Target, Walmart, and other Online Retailers
Obsessed with performance, obsessed with our customers
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
