Customer Complaints Specialist (Us Timezone : 9Am To 6Pm Est) (Huechuraba)

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. 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 EnglishEmotional Intelligence and EmpathyCritical Thinking and Problem-Solving MindsetZendesk and Telephony System ProficiencyYour 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. #J-
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