About this role

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. 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. The Role 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. You'll work within our helpdesk systems, follow established SOPs, and coordinate directly with our fulfillment partners when orders need intervention. 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. What You'll Be Doing Ticket & Query Management â¢ Managing inbound customer tickets for Goda via our helpdesk platform â responding within SLA targets across email and social channels â¢ Resolving order issues end-to-end: delayed shipments, missing packages, failed deliveries, returns, refunds, and subscription queries related to our product lines â¢ On top of our AI tools, youâll be handling social media comments and DMs for with a tone that's helpful, human, and on-brand (the human side of CS) â¢ Following our SOPs precisely, while applying good judgment when a situation isn't covered by the script â¢ Escalating complex, sensitive, or high-value cases to the CS Manager through the correct internal channels without letting things sit too long Fulfillment Coordination â¢ Coordinating with our fulfillment partners on order…

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