Customer Support Specialist
We are seeking a talented and enthusiastic remote Customer Support Specialist to join our dedicated team at HeadX. The ideal candidate thrives in a fast-paced start-up or scale-up environment, possesses excellent communication skills, and has a genuine passion for assisting customers. As a Customer Support Specialist, you will play a pivotal role in ensuring our customers' needs are met with exceptional service and expert advice. Your ability to communicate effectively, collaborate with cross-functional teams, and provide valuable insights will be essential to our success.
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.
Job Responsibilities:
- Respond to customer inquiries via email, phone, and chat promptly and professionally.
- Provide accurate and helpful information about our products, services, pricing, and delivery options.
- Guide customers through the purchasing process, including product selection and customization.
- Collaborate closely with the Business Development team and Product teams to collaborate on new product launches and updates.
- Assist in troubleshooting customer issues, order discrepancies, and technical inquiries.
- Utilize Zendesk and other tools to manage customer interactions, track support tickets, and maintain accurate records.
- Utilize your expertise to offer personalized advice and recommendations to customers.
- Share insights and feedback from customers with internal teams to drive product improvements and process enhancements.
- Maintain a positive and empathetic attitude while resolving customer concerns and ensuring their satisfaction.
- Contribute to the development of support resources, FAQs, and knowledge base articles.
- Uphold and promote HeadX's values, culture, and commitment to exceptional customer service.
Job Requirements:
- Proven experience in remote working, or a suitable home office setup with reliable internet and quality webcam.
- Previous experience in a start-up or scale-up environment, with familiarity in using CRM tools like Zendesk. Having Zendesk experience is highly desirable.
- Strong interpersonal skills with a genuine passion for helping customers and delivering top-notch support.
- Technical aptitude and proficiency with tools such as Slack, Zendesk, ClickUp, and Grammarly.
- Knowledge and personal/professional experience with garden structures (pergolas, sheds, etc.) is highly desirable.
- Excellent written and verbal communication skills, including attention to detail and the ability to explain complex concepts clearly.
- A collaborative mindset, eager to work closely with cross-functional teams to achieve shared goals.
- Empathy, patience, and the ability to handle challenging customer interactions with professionalism.
- A strong team player who values collaboration, values-driven success, and overall positive behavior.
- Dedication to maintaining HeadX's remote culture of respect, accountability, and high performance.
Skills and Competencies:
- High level of Communication skills and Emotional Intelligence.
- Able to manage conflicts, challenges, and uncertain situations.
- Great with People (with your colleagues and clients), and a pleasant personality.
Hiring Process:
- Round (1): Review and evaluate your application
- Round (2): HR Interview
- Round (3): Line Manager's Interview
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
Apply NowPremium Consulting for Fast-Growing, VC Backed or Enterprise Digital Brands
Exclusive consulting for fast growing business that are scaling. We work with brands, business and start ups that are scale ready to make sure they reach their targets. Not everyone is a candidate for scale, the best thing to do is to speak to us to find out if you're at the right phase of growth for collaboration.
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