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Customer Complaints Specialist (US Timezone: 9AM to 6PM EST)
Customer Complaints Specialist (US Timezone: 9AM to 6PM EST)HeadX • Charleston, SC, US
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Customer Complaints Specialist (US Timezone : 9AM to 6PM EST)

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

HeadX • Charleston, SC, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.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 :

  • 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.
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