Customer Support Specialist (US Timezone: 9AM To 6PM EST) - Remote Eligible

Customer Support Specialist

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