Customer Complaints Specialist
hace 7 días
Customer Complaints Specialist (US Timezone: 9AM to 6PM EST) HeadX The Opportunity We are seeking a highly skilled and empathetic Customer Complaints Specialist to join our world-class support team. This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation. In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable specialist to join us in taking our customer experience to the next level. What Should You Expect if You Join Us One of the fastest-growing and most innovative DTC brands in the world (we've hit multiple 8-figure revenues in 2 years.) Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience). Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team. We're here to perform and have a great time while doing it. We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you. Job Responsibilities De-escalate and Resolve : Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone. Problem-Solving : Think critically and proactively to solve complex problems, taking ownership of issues from start to finish. Never settle for a superficial fix. Stakeholder Management : Coordinate with multiple internal stakeholders (e.g., fulfillment, logistics, marketing) to gather information and ensure timely, effective resolutions. Documentation & Reporting : Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues. Feedback Loop : Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints. Core Skills and Competencies Exceptional Verbal and Written Communication in English Emotional Intelligence and Empathy Critical Thinking and Problem-Solving Mindset Zendesk and Telephony System Proficiency Your Experience 2+ years in a similar customer support role, with a focus on handling escalated complaints. Proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution. Proficiency with Zendesk and modern telephony systems is a must. Preference for candidates with experience in the US e-commerce market. Outstanding command of the English language, both written and spoken. Hiring Process Round 1 : Review and evaluate your application. Round 2 : Invite to 45‑minute "Discovery Call." This call will focus on your experience, problem‑solving approach, and cultural fit. Round 3 : Practical Assessment. You'll be presented with a mock complaint scenario to demonstrate your de‑escalation and problem‑solving skills in real‑time. This will also assess your technical proficiency. Round 4 : Meet the Team. A final call with a team to ensure alignment with our team culture and work ethic. #J-18808-Ljbffr
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