About Goda<\/p>\n
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.<\/p>\n
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.<\/p>\n\n
The Role<\/p>\n
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.<\/p>\n
You’ll work within our helpdesk systems, follow established SOPs, and coordinate directly with our fulfillment partners when orders need intervention.<\/p>\n
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.<\/p>\n\n
What You’ll Be Doing<\/p>\n
Ticket & Query Management<\/p>\n
\u00e2\u0080\u00a2 Managing inbound customer tickets for Goda via our helpdesk platform \u00e2\u0080\u0094 responding within SLA targets across email and social channels<\/p>\n
\u00e2\u0080\u00a2 Resolving order issues end-to-end: delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries related to our product lines<\/p>\n
\u00e2\u0080\u00a2 On top of our AI tools, you\u00e2\u0080\u0099ll be handling social media comments and DMs for with a tone that’s helpful, human, and on-brand (the human side of CS)<\/p>\n
\u00e2\u0080\u00a2 Following our SOPs precisely, while applying good judgment when a situation isn’t covered by the script<\/p>\n
\u00e2\u0080\u00a2 Escalating complex, sensitive, or high-value cases to the CS Manager through the correct internal channels without letting things sit too long<\/p>\n
Fulfillment Coordination<\/p>\n
\u00e2\u0080\u00a2 Coordinating with our fulfillment partners on order status, shipment errors, and reshipment requests<\/p>\n
\u00e2\u0080\u00a2 Identifying and flagging recurring fulfillment issues – carrier failures, address errors, or delivery pattern problems to the CS Manager for operational review<\/p>\n
\u00e2\u0080\u00a2 Keeping customers proactively informed on order updates, especially during delays, rather than waiting for them to follow up<\/p>\n
\u00e2\u0080\u00a2 Logging shipment issues accurately so the team has full visibility on what’s happening across each market<\/p>\n
Quality & Accountability<\/p>\n
\u00e2\u0080\u00a2 Meeting daily and weekly resolution targets as set by the CS Manager<\/p>\n
\u00e2\u0080\u00a2 Surfacing recurring customer complaints and issue trends so root causes get fixed, not just individual tickets<\/p>\n
\u00e2\u0080\u00a2 Contributing to SOP improvements when you identify gaps – we build this together<\/p>\n\n
How We Measure Your Performance<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 First response time and overall resolution time against our brand\u00e2\u0080\u0099s SLA targets<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Customer satisfaction score (CSAT) on resolved tickets<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Resolution rate – tickets fully closed versus reopened<\/p>\n\n
Must-Haves<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Prior experience in a customer support role – DTC or e-commerce experience strongly preferred<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Clear, confident written English, you write like a person who actually cares, not a copy-paste machine<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Comfortable working within a helpdesk or ticketing systems (any platform experience is a plus; we’ll train you on ours)<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 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<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Highly detail-oriented ( order numbers, tracking references, refund amounts, product SKUs; accuracy matters and mistakes are visible)<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Proactive mindset – you flag problems before they become escalations<\/p>\n
Instant No’s<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Slow response times or leaving tickets unresolved without a clear next step (our SLAs exist for a reason)<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 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<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Low accountability – if something goes wrong, we need to know immediately, not find out when it surfaces publicly on social<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Careless with order details >\u00c2\u00a0 wrong SKUs, incorrect refund amounts, or inaccurate tracking information are not acceptable<\/p>\n\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Competitive salary based on market and experience<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Fully remote, work from within your assigned market’s timezone<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Clear growth path within our CS team and retention function<\/p>\n
\u00e2\u0080\u00a2 \u00c2\u00a0 Structured SOPs, proper tooling, and a CS team that’s being built to the right standard<\/p>","protected":false},"excerpt":{"rendered":"
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. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2690","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"featured_image_url":[],"post_author":"sonifashionhouse@gmail.com","assigned_categories":"Uncategorized","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/2690","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2690"}],"version-history":[{"count":0,"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/2690\/revisions"}],"wp:attachment":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2690"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2690"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2690"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}