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 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.