Remote Customer Support Specialist

Summary

Join HeadX as a Remote Customer Support Specialist to contribute to the company's growth in the US market. The ideal candidate is a strong team player with experience handling escalations and complaints, and has skills in CRM tools like Zendesk.

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
• Experience mentoring or leading a small team with a passion to build something is highly desirable!

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
• Execute outbound call campaigns as requested to strengthen relationships with old clients and build relationships with new clients
• Work cross-functionally to drive improvements for the customer experience based on the voice and journey of the customer
• Utilize analytical skills to track customer trends and concerns to proactively drive superior value against competitors, address growing issues, and keep internal processes sharp
• Proficiently use internal tech stack and adapt to additional tools, tech, and processes
• 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 values, culture, and commitment to exceptional customer service

Benefits

• Competitive remote working compensation package
• Opportunity to contribute to a rapidly growing company in the outdoor living space industry
• Collaborative and inclusive work environment that values individual contributions
• Access to continuous learning and growth opportunities
• Flexible working hours to promote work-life balance
• Chance to work with a passionate team that values both the details and the bigger picture