Customer Success Associate

SUGAR Cosmetics is hiring for the role of Customer Success Associate! Responsibilities of the Candidates: Act as a point of contact for customers across email, chat, and calls. Ensure exceptional customer service standards are met consistently. Demonstrate ownership of queries by resolving them end-to-end with accuracy and empathy. Coordinate with internal departments (Logistics, Tech, Marketing, and Warehousing) for query resolution. Maintain a customer-first attitude in a fast-paced, digital-first environment. Willingness to work in rotational shifts, including weekends. Requirements: Timely response and resolution of customer queries within defined SLAs. Clear and professional communication across all support platforms. Identification and escalation of critical or recurring issues to relevant departments. Support in refining SOPs and documenting best practices. Contribute to improved CSAT scores by delivering consistent and delightful customer interactions. Provide regular updates to the team on support trends and feedback. Help maintain SLAs (response and resolution times) across all platforms. Take ownership of customer issues and follow problems through to resolution. Excellent problem-solving skills and the ability to handle pressure situations with empathy.