ModSquad has partnered with a global luxury jewelry brand renowned for its handcrafted sterling silver and gold collections inspired by traditional Balinese craftsmanship.
As a member of this team, you will deliver exceptional customer support through inbound phone calls and support tickets . You'll provide personalized solutions, resolve customer inquiries with professionalism and empathy, and create a seamless experience that reflects the standards of a luxury brand. You'll also investigate customer concerns, document interactions thoroughly, and collaborate with internal teams to ensure timely and accurate resolutions
The ideal candidate will:
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.
Project Hours (Pacific Time):
Commitments:
Workspace Requirements
A dedicated desktop or laptop computer running Windows 11 or later
8GB RAM (16 GB preferred)
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
About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulations.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
