Resolutions Lead

Phillip Jeffries; Brasil; Teletrabalho; BRL 317.000 - 345.000; Tempo integral

Resumo da oferta

A global luxury wallcovering brand is seeking a Resolutions Lead to provide exceptional customer support and resolve product-related issues. This remote position involves managing customer feedback, processing orders, and ensuring high client satisfaction. Candidates should have at least 2 years of experience in customer support and be familiar with CRM tools. A competitive salary and comprehensive benefits are offered.

Serviços

Competitive salary

Annual bonus opportunity

Comprehensive medical coverage

Generous retirement plan

Paid personal days

Flexible Spending Accounts

Employee Assistance Program

Qualificações

• Minimum 2 years' experience in customer support, sales support, and/or retail.
• Experience leading or supporting resolution of high-impact or time-sensitive escalations.
• Experience with CRM and helpdesk ticketing platforms preferred.

Responsabilidades

• Ensure timely and effective resolution of product-related issues.
• Monitor and flag recurring product issues.
• Process return, replacement, and exchange orders.

Conhecimentos

Customer support experience

Sales support experience

Product expertise in textiles

Ferramentas

CRM and helpdesk software

Descrição da oferta de emprego

At Phillip Jeffries, we believe beautiful design begins with passion, integrity, and connection. What started in 1976 as a small family business with just ten grasscloths in a New Jersey garage has grown into a global luxury brand offering more than 1,000 wallcoverings to designers and architects around the world. Through decades of growth, our values remain the foundation of everything we do. We are committed to craftsmanship, creativity, and delivering exceptional experiences at every touchpoint.

If you’re inspired by thoughtful design, meaningful relationships, and being part of a team that’s shaping extraordinary interiors, we invite you to apply for the Resolutions Lead reporting to the Customer Experience Manager
and based
remotely at your home office with the working schedule Monday-Friday 8:30am-5:30pm EST

What You'll Be Doing

Resolutions & Product Support

• Ensure timely and effective resolution of product-related issues to uphold a high standard of client satisfaction
• Respond to and resolve product concerns promptly, typically within a service-level-aligned timeframe
• Troubleshoot installation issues in collaboration with our PJ installer
• Serve as a go-to resource for technical product information, supporting both internal teams and external partners
• Confidently assess product performance and identify when items are functioning as intended
• Balance client satisfaction with brand integrity by driving thoughtful, retention-focused resolutions
• Leverage deep product knowledge to deliver fast, accurate, and empathetic support
• Assist designers and installers with common installation inquiries
• Provide clear, informed guidance to ensure smooth product setup and usage

Customer Feedback & Insights

• Monitor and flag recurring product issues or patterns to relevant teams
• Recommend updates to installation instructions based on real-world feedback
• Identify common product questions to inform customer education tools
• Contribute to the development of FAQs and internal knowledge resources
  

Data & Order Processing

• Process return, replacement, and exchange orders with accuracy and care
• Enter and manage cases related to returns, discounts, and refunds

What You Bring to the Table

• Minimum 2 years' experience in customer support, sales support, and/or retail
• Experience leading or supporting resolution of high-impact or time-sensitive escalations
• Experience with CRM and helpdesk ticketing platforms preferred
• Product expertise in textiles or interior spaces a plus

The Phillip Jeffries Experience

At Phillip Jeffries, we believe exceptional work deserves exceptional care. Our commitment to creating a more beautiful world extends to how we support our team, offering thoughtfully designed benefits and meaningful perks that reflect our appreciation for your talent and time.

Your Compensation Journey

• Competitive salary ranging from $60,000 to $65,000, based on your experience and technical expertise
• Annual bonus opportunity to reward your performance
• Cost of Living increases that honor your growth and commitment
• Generous retirement plan with an automatic company contribution of approximately 10 percent with no employee match required

Health Benefits That Take Care of You

• Comprehensive medical coverage with employee premiums as low as $40 per month
  • Coverage options for spouse, domestic partner, civil union partner, and family
• Health Reimbursement Account (HRA) to offset medical expenses
• Prescription, dental, and vision coverage to support whole-person wellness
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Employee Assistance Program that supports your mental, financial, and physical well-being
• Pet insurance for your four-legged companions

Time to Recharge

• 16 paid personal days each year to relax, recharge, or travel
• Paid holidays including New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve
• Additional paid time off during our annual company closure between Christmas and New Year’s
• Earn extra paid time off by completing your annual wellness physical
• Up to three paid days each year to give back through volunteer work

Career Elevation

• Structured onboarding with clear 30, 60, and 90-day milestones and continued training for long-term success

Perks at Work

• Exclusive employee discount on Phillip Jeffries wallcoverings to elevate your home
• Access to Working Advantage with discounts on travel, entertainment, and everyday purchases

Phillip Jeffries is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.