Customer Complaints Specialist (US Timezone: 9AM to 6PM EST)

<p>🌟<strong>The Opportunity:</strong></p>
<p>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.</p>
<p>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.</p>
<p><strong>🤩 So, What Should You Expect if You Join Us</strong>?</p>
<ul><li> One of the fastest-growing and most innovative DTC brands in the world (we've hit multiple 8-figure revenues in 2 years.)</li><li> Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).</li><li> Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.</li><li> We're here to perform and have a great time while doing it.</li><li> 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.</li></ul>
<p></p>
<p>🚀<strong>Job Responsibilities</strong>:</p>
<ul><li> <strong>De-escalate and Resolve</strong>: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.</li><li><strong> Problem-Solving:</strong> Think critically and proactively to solve complex problems, taking ownership of issues from start to finish. Never settle for a superficial fix.</li><li><strong> Stakeholder Management</strong>: Coordinate with multiple internal stakeholders (e.g., fulfillment, logistics, marketing) to gather information and ensure timely, effective resolutions.</li><li><strong> Documentation &amp; Reporting: </strong>Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.</li><li> <strong>Feedback Loop:</strong> Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.</li></ul>
<p></p>
<p>🥷<strong>Core Skills and Competencies</strong>:</p>
<ul><li> Exceptional Verbal and Written Communication in English</li><li> Emotional Intelligence and Empathy</li><li> Critical Thinking and Problem-Solving Mindset</li><li> Zendesk and Telephony System Proficiency</li></ul>
<p></p>
<p>🧩<strong>Your Experience:</strong></p>
<ul><li> 2+ years in a similar customer support role, with a focus on handling escalated complaints.</li><li>Proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution.</li><li>Proficiency with Zendesk and modern telephony systems is a must.</li><li>Preference for candidates with experience in the US e-commerce market.</li><li>Outstanding command of the English language, both written and spoken.</li></ul>
<p></p>
<p><strong>Hiring Process:</strong></p>
<p> * Round 1: Review and evaluate your application.</p>
<p> * Round 2: Invite to 45-minute "Discovery Call." This call will focus on your experience, problem-solving approach, and cultural fit.</p>
<p> * 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.</p>
<p> * Round 4: Meet the Team. A final call with a team to ensure alignment with our team culture and work ethic.</p>
<p></p>