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

HeadX; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading DTC brand is seeking a Customer Complaints Specialist to manage escalated issues and ensure customers feel valued. This role involves problem-solving, stakeholder coordination, and feedback provision in a 100% remote environment. The ideal candidate will have 2+ years in a similar role, exceptional communication skills, and proficiency in Zendesk. Join a dynamic team that thrives on continuous self-improvement and innovation.

Qualificações

• 2+ years in a similar customer support role, focusing on escalated complaints.
• Proven track record of de-escalating angry customers.
• Outstanding command of the English language, both written and spoken.

Responsabilidades

• Act as the primary point of contact for high-priority customer complaints.
• Think critically to solve complex problems.
• Coordinate with internal stakeholders for effective resolutions.
• Document all customer interactions in Zendesk.
• Provide actionable feedback to improve processes.

Conhecimentos

Exceptional Verbal and Written Communication in English

Emotional Intelligence and Empathy

Critical Thinking and Problem-Solving Mindset

Zendesk and Telephony System Proficiency

Ferramentas

Zendesk

Descrição da oferta de emprego

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.