Customer Experience + Admin Assistant for Clean Beauty Brand (Long-Term)

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TYPE OF WORK

Full Time

SALARY

450-800 depending on experience

HOURS PER WEEK

40

DATE UPDATED

Jul 10, 2026

JOB OVERVIEW

About us
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're looking for a warm, sharp, detail-obsessed Customer Experience + Admin Assistant to become a core part of how we take care of them. This is a long-term role with real room to grow - you'll be trained on our products and our voice, and you'll become the friendly, reliable presence our customers rely on.

What you'll do
- Respond to customer questions across our help desk (Re:amaze), email, and social media (Instagram, Facebook, TikTok) in a warm, on-brand voice
- Handle orders, shipping questions, returns, exchanges, and refunds in Shopify
- Draft personalized follow-up emails after customer consultations, recommending the right products
- Moderate and reply to comments on our social posts and ads
- Keep our Help Center articles accurate and up to date
- Flag sensitive or medical questions to the founder (we never diagnose or make medical claims)
- Handle day-to-day admin and operational tasks in Shopify and Re:amaze

You'll be a great fit if you have
- Excellent written English that is warm, clear, and human - this is the most important skill
- 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
- Strong reliability and self-management

Bonus points for
- Experience in beauty, skincare, or cosmetics
- Social media community management experience
- A genuine interest in clean beauty and skincare

Details
- Full-time
- Overlap with US Pacific Time required
- Long-term role with growth opportunities

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.
- Answer this scenario in 4 to 6 sentences, in the tone you'd actually use with a customer: "A customer reaches out frustrated about a product. How would you respond?"
- 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!

SKILL REQUIREMENT
English Speaking Customer Service English Proficiency
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