Customer Support Representative (Florida)

About the role

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

• 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.

🏥 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.

What happens next?

1. Apply!

2. Screening call with our Talent team (30min)

3. 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.