Outbound Customer Agent - SEA

About Goda We are Goda, a fast-growing DTC brand in the fragrance and skincare space, selling across the US and globally. Our hero products have built a loyal customer base, and we're scaling fast. We run paid social at high volume, which means a steady stream of new customers every day. Our CS team is the bridge between that first purchase and a customer who comes back, subscribes, and tells their friends. The outbound function is where we get ahead of the problem, reaching customers before they leave a bad review, resolving concerns before they become chargebacks, and building the kind of post-purchase experience that turns a skeptic into a loyal buyer.

The Role You'll be handling outbound customer calls for Goda — post-purchase follow-ups, proactive order and fulfillment updates, review acquisition outreach, and retention-focused conversations. You'll also support inbound escalations when needed. This is not a scripted cold call role. You'll be working off structured call frameworks, but the job requires you to think, read the customer, and adapt in real time. Our customers are passionate about our products — 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're the type to hide behind a script and move on, this isn't 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] The main goal is: Executing review acquisition campaigns — reaching out to verified purchasers and guiding them through leaving a review on our Trustpilot page, compliantly and naturally Following call scripts and frameworks precisely while using good judgment when conversations go off-script Logging every call outcome accurately in our CRM/helpdesk [Aircall]

Quality & Reporting Hitting daily and weekly call volume targets as set by the CS Manager Maintaining CSAT and call quality scores within defined benchmarks Surfacing recurring complaint patterns and call objections to the CS Manager for SOP and messaging improvements Flagging any compliance concerns, sensitive customer situations, or escalation risks immediately