Customer Support Agent

• Manage customer email communication and day-to-day support requests
• Navigate customer accounts, edit orders, and manage fulfillment or subscription actions
• Take over chat conversations after AI initiates them and handle complex cases
• Support phone conversations as phone support is introduced
• Provide personalized, white-glove purchase and support experiences
• Build custom carts, apply discounts, and guide customers through purchases
• Read customer situations closely and provide tailored recommendations, swaps, resolutions, and follow-through
• Complete the English proficiency rating, Coconut VA Profile resume, and 1-minute introduction video before applying

• Experience managing customer email communication and day-to-day support requests
• Experience navigating customer accounts, editing orders, and managing fulfillment or subscription actions
• Experience handling complex customer cases through chat
• Ability to support phone conversations as phone support is introduced
• Ability to provide a personalized, white-glove purchase and support experience
• Ability to build custom carts, apply discounts, and guide customers through purchases
• Ability to provide tailored recommendations, swaps, resolutions, and follow-through
• Esthetics, cosmetology, or technical skincare background is good to have
• Experience in premium customer service, e-commerce support, and order management is good to have
• Ability to explain products and guide customers toward suitable purchases or swaps
• Empathetic, proactive, detail-oriented, and customer-focused
• Strong communication skills
• Shopify experience
• Monday.com experience
• Industry/tools experience with Richpanel, Loop Subscriptions, Okendo, Redo, Shopify, and Monday.com
• English proficiency rating using CEFR
• Resume must follow the Coconut VA Profile Template and be in English
• 1-minute introduction video, preferably using Loom; broken or dummy links result in disqualification

• Competitive Salary
• 13th Month Pay
• Paid Time Off: 12 days of PTO
• 12 paid US holidays
• Maternity & Paternity Leave
• Comprehensive Healthcare
• Life Insurance through the full-time HMO plan
• Mental Health Support, including mental health consultations and wellness resources
• Milestone Gifts & Birthday Treats
• Team experiences, including island getaways, virtual town halls, and regional meetups
• Supportive professional community for learning, growth, and connection