Customer Support Specialist - fully remote (f/*/m)

Working Location: Remote within USA, Australia, Canada, or New Zealand.

Company Location and Currency: USA, USD$

Language: We operate internally and externally in English (US)

Hours: The full-time schedule is 40 hours per week. Hours are 8 AM to 5 PM AEST (Australian Eastern)

Level: Mid (3+ years)

🌟 The Opportunity:

HeadX is on the lookout for a remarkable Remote Customer Support Specialist to join our dedicated team. We're expanding into the Australian market, and we need someone who not only hits the ground running but also excels in a fast-paced start-up or scale-up environment.

The ideal candidate is a strong team player, always ready to assist those around them, and has experience skillfully handling escalations and complaints, even though they are not a common occurrence. Moreover, if you have any experience training people, that's a huge bonus.

Your role as a Customer Support Specialist will be pivotal in ensuring our customers receive exceptional service and expert guidance. Effective communication, collaboration with cross-functional teams, and the ability to provide valuable insights will be essential for our success. If you're enthusiastic about contributing to our expansion and align with our values, we encourage you to apply and be part of our thriving team.

🀩 So, what should you expect if you join us?

Highly experience founders team (multiple successful projects, with over $700M+ in collective experience).

Fast-pace, no micromanagement environment. Dynamic challenges, changing responsibilities, personal growth and big goals!

Great, budding culture with highly experienced, small team of driven top A-players in their respective fields.

Remote culture, and location independence (ability to travel as long as work is done).

πŸ’Ό Job 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.
  • Collaborate closely with the Business Development team and Product teams to collaborate on new product launches and updates.
  • 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.

🧩 Job 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!
  • Dedication to maintaining HeadX remote culture of respect, accountability, and high performance.

ℹ️ About Us:

We build online businesses. The founding team has been working in the online space for over 15 years and successfully grew and consulted a number of companies to 8-figure brands. We are now taking over the USA and planning global expansion. Bootstrapped it all the way. No outside investors. Our goal is to hit $100M within a couple of years. We are result oriented team that knows for survival you need always test, evolve and adapt to be the best. Our team is very open-minded and huge believers in extreme ownership.

🀩 What We are Offering:

  • Interesting, challenging, fast-growing projects
  • Strong and open-minded, transparent team
  • An environment that will push you to grow and evolve
  • Freedom to make decisions (and fails!)
  • Fully remote team, flexible times (according to clients or team needs)
  • Non-corporate, ever-evolving environment
  • Results and solutions-oriented environment

πŸ“œ Our Values:

  • Continuous Improvement - Life is never-ending growth. The day you stop growing - you start dying. We implement what we learn otherwise it's worthless.
  • Extreme Ownership - People make their own decisions and hold themselves accountable. We solve any roadblocks, not blame or rely on others.
  • Grit - Resilient, perseverant, and plain ol’ not giving up. Not letting anything stop you. Not being afraid to get your hands dirty. Getting those blisters.
  • Performance driven - Make shit happen, don’t just talk about doing, focus on getting it done and the output of your work, not how many hours you put in.
  • Integrity - Being human and understanding each other, operating by wishing others good, and being very transparent with feedback.
  • Exceptional Team - The team is the cornerstone of our success, propelling us to achieve greatness. Our Culture brings both memorable experiences and fulfillment.

🀩 Perks and 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

πŸ˜ƒ Are you ready? Come grow with us πŸš€

πŸ” Are you looking for something else? Check out our Career Page and our Website for more information.

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