Customer Complaints Specialist (US Timezone, 09:00-18:00 CET)
🌟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.
Our culture
At HeadX, we create an energizing environment where diverse perspectives flourish and teamwork ignites remarkable results.
We value individuality, promote personal growth, and foster a supportive atmosphere where mutual respect and camaraderie propel us towards shared success.
What is it like to be a part of our team
The level of talent within the organization is awe-inspiring, and it pushes me to constantly raise the bar. Headx has provided me with ample opportunities for professional growth and personal development. Joining this exceptional team has been one of the best decisions of my life.
Working at Headx has been amazing for my career. As a senior consultant, I've worked on exciting projects that have changed the digital landscape. One project I'll always remember is when we helped a struggling online store for a big retail company. It was a tough challenge, but the supportive and innovative atmosphere at Headx helped us think creatively and find modern solutions. Seeing how our work improved the client's business was incredibly rewarding. Headx is not just a company; it's a community of passionate people who are dedicated to shaping a better digital future.
Joining Headx has been a turning point in my professional journey. The company's commitment to crafting tomorrow's digital landscape is evident in every aspect of our work. The diverse range of projects I've been involved in has expanded my skill set and broadened my horizons. The collaborative culture at Headx encourages open communication and teamwork, making it an enjoyable place to work. I'm grateful for the opportunities I've received and the support I've received from my colleagues.
The level of expertise within the team is remarkable, and I'm constantly learning from my talented colleagues. The company's forward-thinking approach and innovative solutions have made a significant impact on our clients' success. Headx provides a dynamic and stimulating work environment where I can truly thrive.
Headx has provided me with an unmatched opportunity to work on cutting-edge digital projects. The company's expertise in building and consulting digital businesses is second to none. The leadership team is highly knowledgeable and supportive, encouraging us to push boundaries and explore new technologies. The fast-paced nature of our work keeps me motivated, and the camaraderie among colleagues makes it an enjoyable place to be. I'm grateful to be a part of this dynamic team
Mission & Culture First Environment
Our vision is to be the leading eCommerce brand house, driving growth, and changing the world, one brand at a time.
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Integrity
Being human and understanding each other, operating by wishing others good, and being very transparent with feedback.
Extreme Ownership
People make their own decisions and hold themselves accountable. We solve any roadblocks, not blame or rely on others.
Grit
Resilient, perseverant, and plain ol’ not giving up. Not letting anything stop you. Not being afraid to get your hands dirty. Getting those blisters.
Performance driven
Make shit happen, don’t just talk about doing, focus on getting it done and the output of your work, not how many hours you put in.
Exceptional Team
The team is the cornerstone of our success, propelling us to achieve greatness. Our Culture brings both memorable experiences and fulfillment.
Continuous Improvement
Life is never-ending growth. The day you stop growing - you start dying. We implement what we learn otherwise it's worthless.
🤩 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.
Impact
We believe in innovation, disruption and excellence. We are committed to making a positive change in the world. Here are some examples of our impact.
Here's What We Do Best
Building Portfolio of In-House Direct-to-Consumer Digital Businesses
Join our team and help us build some of the currently fastest-growing brands in the world. Apply now and let's make a mark in the world of eCommerce in today's global landscape
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