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.
