Senior Customer Support Specialist

Company: Evan Alexander Grooming
Salary: 500 – 900 USD/month
Location: Remote (Work from Anywhere)
Employment Type: Contract

Company Overview:
Evan Alexander Grooming is dedicated to enhancing confidence worldwide by offering high-quality natural grooming products. We specialize in creating premium products, including organic beard conditioners, face scrubs, natural deodorants, and NON-GMO hair supplements, tailored to diverse hair and skin types. Our commitment to consistency, community, and inspiration is at the core of everything we do. We strive to provide solutions that bring out the best in men’s natural appearance, empowering them to feel confident. With a strong focus on research and innovation, Evan Alexander Grooming has earned a loyal following and a reputation as a leader in men’s grooming. Visit us at EvanAlexanderGrooming.com to learn more.

Job Summary:
Evan Alexander Grooming is seeking an experienced Senior Customer Support Specialist to deliver outstanding remote customer service. You will be responsible for managing complex inquiries, ensuring seamless issue resolution, and providing our valued clients with a premium experience. This fully remote position will involve collaborating with various departments to meet customer needs while enhancing our support processes.

Key Responsibilities:

• Customer Support: Provide top-level support via phone, email, and chat, utilizing Zendesk CRM to ensure timely responses and resolution.
• Issue Resolution: Address and resolve product-related concerns, order tracking issues, and returns with professionalism and empathy.
• Process Improvement: Identify and recommend improvements to optimize customer service operations.
• Product Expertise: Stay knowledgeable about Evan Alexander Grooming’s products to provide detailed, helpful information to customers.
• Escalations Management: Handle escalated cases promptly, ensuring customer satisfaction with swift solutions.
• Feedback Collection: Gather and analyze customer feedback to drive product and service improvements.
• Social Media Engagement: Handle customer inquiries across social platforms such as TikTok Shop, Facebook, and Instagram.

Working Hours:

• Eastern Standard Time: 9 AM – 5 PM (Tuesday – Saturday)

Requirements:

• Experience: 3-5 years in customer support, ideally in grooming, beauty, or personal care industries.
• Skills: Exceptional problem-solving skills for managing complex and escalated issues.
• Communication: Strong verbal and written communication skills with a customer-centric approach.
• Technical Proficiency: Experience with Zendesk or similar CRM platforms and an ability to quickly learn new systems.
• Product Knowledge: A passion for grooming and beauty products, with the capacity to rapidly acquire detailed product knowledge.
• Adaptability: Ability to multitask in a fast-paced, remote environment.
• Customer Focus: A genuine desire to enhance the customer experience.

Method of Application:

Please submit your resume, along with your salary expectations, to Jobs@EvanAlexanderGrooming.com and you can also apply directly using the link below.

Keywords: Remote, Customer Support, Grooming Industry, Zendesk CRM