Goda is a fast-growing DTC fragrance and skincare brand operating in the US and globally. Our Customer Support team acts as the bridge between post-purchase experiences and lasting loyalty. The Outbound Customer Support Agent will handle post-purchase follow-ups, proactive order and fulfillment updates, review acquisition outreach, and retention-focused conversations, while supporting inbound escalations as needed. This is not a scripted cold-call role; you’ll work from structured call frameworks and must read the customer and adapt in real time. Our customers are passionate about our products, and when something’s off they want to talk to someone who actually cares and can fix it. You’ll report to the CS Manager and be held to clear daily call targets, resolution quality benchmarks, and CSAT standards. If you prefer scripted, you will not be the right fit.

What you’ll be doing

Outbound Call Management - Making outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction check-ins (approximately 50+ calls per day). - Driving review acquisition campaigns by guiding verified purchasers to leave a review on our Trustpilot page in a compliant and natural manner. - Following call scripts and frameworks while using good judgment when conversations require adaptation. - Logging every call outcome accurately in our CRM/helpdesk (Aircall).

Quality & Reporting - Hitting daily and weekly call volume targets set by the CS Manager. - Maintaining CSAT and call quality scores within defined benchmarks. - Surfacing recurring complaint p

Goda is a fast-growing DTC fragrance and skincare brand operating in the US and globally. Our Customer Support team acts as the bridge between post-purchase experiences and lasting loyalty. The Outbound Customer Support Agent will handle post-purchase follow-ups, proactive order and fulfillment updates, review acquisition outreach, and retention-focused conversations, while supporting inbound escalations as needed. This is not a scripted cold-call role; you’ll work from structured call frameworks and must read the customer and adapt in real time. Our customers are passionate about our products, and when something’s off they want to talk to someone who actually cares and can fix it. You’ll report to the CS Manager and be held to clear daily call targets, resolution quality benchmarks, and CSAT standards. If you prefer scripted, you will not be the right fit.

What you’ll be doing

Outbound Call Management - Making outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction check-ins (approximately 50+ calls per day). - Driving review acquisition campaigns by guiding verified purchasers to leave a review on our Trustpilot page in a compliant and natural manner. - Following call scripts and frameworks while using good judgment when conversations require adaptation. - Logging every call outcome accurately in our CRM/helpdesk (Aircall).

Quality & Reporting - Hitting daily and weekly call volume targets set by the CS Manager. - Maintaining CSAT and call quality scores within defined benchmarks. - Surfacing recurring complaint p