Customer Service Rep + Marketing Assistant for Clean Beauty Brand (Long-Term)

Puzzle Makeup is a clean beauty brand built for skin that most makeup ignores — rosacea, redness, sensitivity, and mature, perimenopausal, and menopausal skin. Many of our customers come to us after years of frustration, so how we talk to them matters as much as the products we make.

We believe in a human-first experience, always. We invest heavily in technology, AI, and automation to work faster and smarter, but it can never come at the expense of real human connection. We’re looking for someone who shares that belief: warm and genuinely caring with customers, and excited to use modern tools to do their best work. This is a long-term, full-time role with real room to grow. You’ll be trained deeply on our products, our voice, and our systems, and you’ll become a trusted, reliable presence our customers count on.

What you’ll do

Customer experience

• Respond to customer questions across our help desk (Re:amaze), email , and social media in a warm, on-brand voice
• Answer occasional customer phone calls in a warm, professional, reassuring manner
• Respond to live chat on our website in real time during your shift
• Handle orders, shipping questions, returns, exchanges, and refunds in Shopify
• Draft personalized follow-up email s after customer consultations, recommending the right products
• Flag sensitive or medical questions to the founder (we never diagnose or make medical claims)
• Keep our Help Center articles accurate and up to date

Marketing support

• Moderate and reply to comments on our social posts and ads (Instagram, Facebook , TikTok)
• Help draft and schedule social media content and email campaigns
• Capture real customer feedback and quotes into our internal library, so our marketing stays grounded in what customers actually say
• Help keep product and campaign information consistent across channels

You’ll be a great fit if you have

• Excellent written English that is warm, clear, and human — this is the most important skill
• Impeccable spoken English, confident and friendly on the phone — this role includes light phone call answering
• 2+ years of ecommerce customer service experience using a help desk (Re:amaze, Gorgias, Zendesk, or similar)
• Hands-on Shopify experience with orders, returns, and refunds
• Serious attention to detail — you can follow specific brand and formatting guidelines exactly, every time
• Real empathy and patience, especially with customers who are frustrated or worried about their skin
• The instinct to help first and solve the problem, not just process requests
• Comfort with technology and a genuine interest in using AI and automation tools to work better
• Strong reliability and self-management

Bonus points for

• Experience in beauty, skincare, or cosmetics
• Social media or email marketing experience
• A genuine interest in clean beauty and skincare

Details

• Full-time, long-term role with growth opportunities
• This role requires overlap with US business hours (Pacific Time) to handle phone calls and anything urgent. You’ll work a set schedule with at least 4–5 hours of daily overlap with US Pacific business hours; the remaining hours are flexible.

How to apply (please read carefully)
We care a lot about attention to detail, so we’ve built a little of it into this application. Please do the following:

• Start by telling us one thing about our brand or website that stood out to you.
• Briefly tell us about your ecommerce CX experience and which help desk tools you’ve used, plus any marketing or social media experience.
• Record a short voice message (1 to 2 minutes) answering this scenario as if you were speaking to the customer on the phone: “A customer calls saying our foundation looked gray on her skin when she applied it, and she wants a refund. How would you respond to her?” Record it on your phone or at ---------- , then paste the shareable link in your application. (Please make sure the link works and is set so anyone can listen.)
• Tell us your available hours and your monthly rate.

Applications that don’t follow all four steps won’t be considered. We’re excited to meet you!