Offer summary

Qualifications:

Minimum 2 years experience in customer support roles handling escalated complaints., Excellent verbal and written communication skills in English., Proficiency with Zendesk and telephony systems., Strong emotional intelligence, empathy, and critical thinking abilities..

Key responsibilities:

Act as the primary contact for high-priority customer complaints and disputes.

Resolve complex issues through critical thinking and proactive problem-solving.

Coordinate with internal teams to gather information and ensure effective resolutions.

Document all customer interactions and provide feedback to improve support processes.

Job description

🌟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.

🤩 So, 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.

Required profile