Customer Support Specialist

1 week ago

Barcelona, Philippines HeadX Full time

The 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.
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