Customer Support Representative (East Coast)

The GelBottle Inc.•Portland, OR

11h

About The Position

The GelBottle Inc. is on an exciting growth journey, and we're looking for a Customer Support Representative based in the East Coast 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.

Requirements

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.

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.

Benefits

🏥 Medical
Administered by Kaiser:
100% employee premium covered.
50% dependent premiums covered.
🦷 Dental
Administered by Moda Health:
100% employee premium covered.
50% dependent premiums are covered.
👁️ Vision
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
🌴 Paid Time Off (PTO)
12 paid holidays a year
120 hours dropped in annually at fiscal year and may be used immediately.
🤝 401(K) Retirement
Administered by Ascensus-PAi:
Eligibility, Vesture, and Match begin after 30 days of service.
Up to 4% match based on employee contributions.