Customer Support Representative

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? Apply! Screening call with our Talent team (30min) Interview with hiring manager 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. #J-18808-Ljbffr The GelBottle Inc