Job Description

Customer Complaints Specialist

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:

1. Round 1: Review and evaluate your application.
2. Round 2: Invite to 45-minute "Discovery Call." This call will focus on your experience, problem-solving approach, and cultural fit.
3. 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.
4. Round 4: Meet the Team. A final call with a team to ensure alignment with our team culture and work ethic.

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