| Description | 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. |