Customer Complaints Specialist (US Timezone: 9AM to 6PM EST)

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.

• 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.

• 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.

• Exceptional Verbal and Written Communication in English
• Emotional Intelligence and Empathy
• Critical Thinking and Problem‑Solving Mindset
• Zendesk and Telephony System Proficiency

• 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.

• 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.