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Customer Support Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Scento Full time

Scento
is a premium fragrance online retailer helping people find their signature scent. We curate and deliver luxury fragrance samples to subscribers across Europe.

The Role

We're looking for our first dedicated Customer Support Specialist to own the customer experience. You'll be the voice of Scento, helping customers with subscription questions, order issues, and their fragrance discovery journey.

This is a high-impact role reporting directly to the founders. You'll have real ownership and the opportunity to shape how we serve our customers as we scale.

What You'll Do

  • Respond to customer inquiries via email and live chat (Intercom)

  • Help customers with subscription management (pause, skip, modify, cancel)

  • Resolve order issues (shipping delays, delivery problems, returns)

  • Build and improve our customer support processes and knowledge base

  • Provide basic fragrance guidance to help customers discover new scents

  • Contribute ideas for improving the customer experience

What We're Looking For

  • 1-3 years of customer support experience (e-commerce preferred)

  • Excellent written English (all support is in English)

  • Empathetic, patient, and genuinely enjoy helping people

  • Self-sufficient - can work independently and solve problems proactively

  • Quick learner - comfortable picking up new tools and processes

  • Based in Romania (remote work OK)

Nice to Have

  • Experience with subscription services

  • Background in luxury, beauty, or fashion

  • Interest in fragrances

  • Experience with Intercom or similar helpdesk tools

What We Offer

  • **Competitive salary:** €1,300-1,600 net monthly (above market rate)

  • **Full benefits:** Meal vouchers, private healthcare, home office allowance

  • **Flexible remote work** - work from anywhere in Romania

  • **Full equipment provided** - laptop, monitor, everything you need

  • **Real ownership** - shape how we serve customers, not just follow scripts

  • **Growth opportunity** - build and potentially lead our support team as we scale

  • **Work with luxury brands** - exposure to the world of niche and designer fragrances

How to Apply

Please include in your application:

  1. Your CV (English)

  2. A brief cover letter explaining why you're interested in this role

  3. Your responses to the 3 questions below (in English):

Question 1
: A customer writes: "I've been a subscriber for 6 months but the last 3 boxes have had fragrances I didn't like at all. I'm thinking of canceling." How would you respond? words)

Question 2
: Describe a time you turned an unhappy customer into a satisfied one. What was the situation and what did you do?

Question 3:
Why are you interested in working for a fragrance subscription company specifically?

*We review applications with written responses first. Strong written communication is essential for this role.*


Location: Romania (Remote)

Type: Full-time

Start: ASAP