Customer Support Representative

The GelBottle Inc; Town of Florida (NY); Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

100% employee health premium coverage

12 paid holidays annually

401(k) matching options

Job summary

A vibrant beauty company is seeking a Customer Support Representative based in the US, focusing on exceptional customer care across various channels. Responsibilities include managing inquiries, providing product guidance, and collaborating with teams to enhance customer experiences. Candidates should have a warm demeanor, strong organizational skills, and a passion for the beauty industry. The role offers a supportive company culture with comprehensive benefits, tailored for those looking to impact in a fast-paced environment.

Qualifications

• Experience in a customer support role in a fast-paced environment.
• Ability to tailor communication across various channels.
• Familiarity with social platforms, particularly Facebook.

Responsibilities

• Provide exceptional support via phone, email, and social media.
• Manage customer inquiries related to orders and product applications.
• Collaborate with multiple teams to enhance the customer experience.

Skills

Customer service experience

Organizational skills

Problem-solving mindset

Communication skills

Knowledge of cosmetics or beauty industry

Experience with social media

Tools

Order management systems

Digital tools

Job description

Overview

The GelBottle Inc. is on an exciting growth journey, and we're looking for a Customer Support Representative based in the US - Florida or Tennessee, our registered states, to be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!

As a Customer Service Specialist within our US team, you will act as a frontline ambassador for our brand, delivering exceptional, hands-on customer care via phone, email and social media. You’ll manage day-to-day customer enquiries relating to orders, product specifications, and product application, while providing clear, timely updates on order statuses and resolutions.

Responsibilities

• Deliver prompt, friendly, and professional support across phone, email, and social channels, ensuring customers feel valued and informed.
• Provide accurate guidance on orders, product details, and application best practice, resolving queries with confidence and care.
• Manage order and account requests, including tracking, returns, and shipping updates, escalating complex issues when needed.
• Engage with customers on the US TGB Facebook community, responding in line with brand tone and sharing helpful updates and insights.
• Collaborate closely with CX, Operations, Sales, Product, and Marketing teams to ensure a smooth, consistent customer journey.
• Capture customer feedback, identify recurring themes, and contribute ideas that drive continuous improvement across service and process.
• Maintain clear and detailed records of customer interactions to support accurate reporting and follow-up.

About you

You’ll have experience in a fast-paced customer-first environment and be confident, warm, and adaptable in how you communicate. You stay organised under pressure, love solving problems proactively, and take pride in delivering consistently exceptional experiences!

• Experience in a customer support role within a fast‑paced, people‑first environment.
• Knowledge of, or genuine interest in, the cosmetics, beauty, or professional nail industry.
• Confident written and verbal communication, with the ability to tailor your tone across different channels and customer needs.
• Strong organisational skills with the ability to juggle multiple enquiries while keeping accuracy and detail at the forefront.
• Comfortable using order management systems and digital tools; experience with social channels (especially Facebook) is a bonus.
• A proactive, solution‑focused mindset and a genuine passion for delivering consistently exceptional customer experiences.
• A collaborative approach, enjoying teamwork and contributing ideas that support continuous improvement across the wider team.

Why TGB?

At TGB, we’re driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.

Benefits

Administered by Kaiser:

100% employee premium covered.

Administered by Moda Health:

100% employee premium covered.

50% dependent premiums are covered.

Administered by Vision Service Plan (VSP):

$0 co-pay on annual wellness exam

$20 co-pay for prescription glasses up to $150 allowance for frames; up to $60 co-pay on contacts up to $130

$20 co-pay on primary eye care

12 paid holidays a year

120 hours dropped in annually at fiscal year and may be used immediately.

Administered by Ascensus-PAi:

Eligibility, Vesture, and Match begin after 30 days of service.

Up to 4% match based on employee contributions.

What happens next?

1. Apply!
2. Screening call with our Talent team (30min)
3. Interview with hiring manager
4. Please note: We may close this role early if we find the right person sooner than expected - so if you're interested, we want to hear from you soon.