HeadX

Compensation

Full Description

Customer Support Specialist Opportunity We are seeking a highly skilled and empathetic Customer Support Specialist to join our world-class support team. This is a critical role responsible for providing our users with an outstanding customer experience, ensuring every customer feels heard and valued, and representing our brand online at all times. 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: • Customer Experience: Provide our users with an outstanding customer experience via in-app live chat, phone, and email. • 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: Collaborate 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. • Knowledge Base & Efficiency: Leverage the knowledge base before seeking help and proactively suggest new automations to improve efficiency. 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 • Strong commitment to delivering exceptional customer service. • Ability to combine human empathy with effective use of technology and automation. • Ability to work independently and make informed decisions. • A proactive and positive attitude with a desire to continuously learn and improve. Your Experience: • 2+ years in a similar customer support role. • Proven problem-solving skills and the ability to take ownership of issues. • 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. HeadX