HeadX

Customer Support Specialist - fully remote (f/*/m) 
Working Location: We hire globally 🌏 
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 9 AM to 6 PM US ET 
Level: Jr (2+ years) 

🌟 The Opportunity:
HeadX is on the lookout for a remarkable Remote Account Manager to join our dedicated team. We're expanding into the US 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. An account manager directly addresses and advocates internally for client needs within the company’s multimillion-dollar luxury high ticket brand. The account manager works to convey optimal solutions for the client and communicate key findings from client interactions to create the best customer experience possible. 


🤩 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).

💼 Job Responsibilities:
<ul><li>Respond to customer inquiries via email, phone, and chat promptly and professionally.</li><li>Provide accurate and helpful information about our products, services, pricing, and delivery options.</li><li>Guide customers through the purchasing process, including product selection and customization.</li><li>Execute outbound call campaigns as requested to strengthen relationships with old clients and build relationships with new clients.</li><li>Work cross-functionally to drive improvements for the customer experience based on the voice and journey of the customer.</li><li>Utilize analytical skills to track customer trends and concerns to proactively drive superior value against competitors, address growing issues, and keep internal processes sharp.</li><li>Proficiently use internal tech stack and adapt to additional tools, tech, and processes.</li><li>Assist in troubleshooting customer issues, order discrepancies, and technical inquiries.</li><li>Utilize Zendesk and other tools to manage customer interactions, track support tickets, and maintain accurate records.</li><li>Utilize your expertise to offer personalized advice and recommendations to customers.</li><li>Share insights and feedback from customers with internal teams to drive product improvements and process enhancements.</li><li>Maintain a positive and empathetic attitude while resolving customer concerns and ensuring their satisfaction.</li><li>Contribute to the development of support resources, FAQs, and knowledge base articles.</li><li>Uphold and promote HeadX values, culture, and commitment to exceptional customer service.</li></ul>

🧩 Job Requirements:
<ul><li>Proven experience in remote working, or a suitable home office setup with reliable internet and quality webcam.</li><li>Previous experience in a start-up or scale-up environment, with familiarity in using CRM tools like Zendesk. Having Zendesk experience is highly desirable.</li><li>Strong interpersonal skills with a genuine passion for helping customers and delivering top-notch support.</li><li>Technical aptitude and proficiency with tools such as Slack, Zendesk, ClickUp, and Grammarly.</li><li>Knowledge and personal/professional experience with garden structures (pergolas, sheds, etc.) is highly desirable.</li><li>Excellent written and verbal communication skills, including attention to detail and the ability to explain complex concepts clearly.</li><li>A collaborative mindset, eager to work closely with cross-functional teams to achieve shared goals.</li><li>Empathy, patience, and the ability to handle challenging customer interactions with professionalism.</li><li>A strong team player who values collaboration, values-driven success, and overall positive behavior.</li><li>Experience mentoring or leading a small team with a passion to build something is highly desirable!</li><li>Dedication to maintaining HeadX remote culture of respect, accountability, and high performance.</li></ul>
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:
<ul><li>Interesting, challenging, fast-growing projects</li><li>Strong and open-minded, transparent team</li><li>An environment that will push you to grow and evolve</li><li>Freedom to make decisions (and fails!)</li><li>Fully remote team, flexible times (according to clients or team needs)</li><li>Non-corporate, ever-evolving environment</li><li>Results and solutions-oriented environment</li></ul>

📜 Our Values:
<ul><li>Continuous Improvement - Life is never-ending growth. The day you stop growing - you start dying. We implement what we learn otherwise it's worthless.</li><li>Extreme Ownership - People make their own decisions and hold themselves accountable. We solve any roadblocks, not blame or rely on others.</li><li>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.</li><li>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.</li><li>Integrity - Being human and understanding each other, operating by wishing others good, and being very transparent with feedback.</li><li>Exceptional Team - The team is the cornerstone of our success, propelling us to achieve greatness. Our Culture brings both memorable experiences and fulfillment.</li></ul>
 
🤩 Perks and Benefits:
<ul><li>Competitive remote working compensation package.</li><li>Opportunity to contribute to a rapidly growing company in the outdoor living space industry.</li><li>Collaborative and inclusive work environment that values individual contributions.</li><li>Access to continuous learning and growth opportunities.</li><li>Flexible working hours to promote work-life balance.</li><li>Chance to work with a passionate team that values both the details and the bigger picture </li></ul>
😃 Are you ready? Come grow with us 🚀
🔍 Are you looking for something else? Check out our Career Page and our Website for more information.
Career Page:<a href="https://www.headx.com/careers#open-positions"> https://www.headx.com/careers#open-positions</a>