Customer Service Specialist

douxds ( ---------- ) is a revolutionary performance care brand for men. We are on a mission to empower men with powerful self-care knowledge and revolutionary products to level up. Your position as a Customer Experience Lead is to set the precedent for our brand voice and extend education and entertainment to potential, new, and existing customers. Customer experience is about more than just answering tickets. Our brand prioritizes the relationship between our products and customers. This means you understand our customer’s language (figuratively and literally) well enough to not only solve their problem but also create a memorable experience.

We are looking for a high-efficiency, customer experience lead with experience in customer support, social media, and eCommerce to help aid in our growth. You must speak English fluently, understand slang, colloquialisms, and be involved in the United States TikTok/meme/pop culture to keep it real with our customers. In short, you must be funny but also knowledgeable about our products, skincare, wellness, and trends. We use Gorgias via Shopify to centralize all of our customer communications.

This position is only for those who can commit to a long-term position and want to grow with our brand. While ticket moderation is part of the role, your impact and involvement will go far beyond a dashboard. Our products and customers are unique. Our mission is to provide the best brand experience and to learn everything about them. We do this by conducting customer calls, creating feedback surveys, and regular team collaboration. The collaborative insight and feedback will be used in our marketing and product development efforts. Exceptional customer experience is the standard. In order to execute this vision, you must be passionate about skincare, personal development/wellness, and marketing.

Responsibilities will consist of:

Engaging with DM’s, comments, and groups on social media
Delegating inbound messages to appropriate team members
Communicating with our fulfillment team to ensure fulfillment and initiate exchanges, refunds, and influencer samples.
Creating surveys and analyzing general customer feedback/sentiment
Ideating and creating vlog/blog post content in line with customer feedback
Disseminating brand information (vlog posts) via email and social media
Weekly reporting to the CEO of potential, new, and existing customer sentiment

Skills we’re looking for:

You’re an A+ player and willing to learn and self-teach new skills
You have humor and can communicate perfectly via written and spoken English
You can make memes, feel comfortable on the phone or camera, and speak confidently
You’re a leader, can delegate effectively, and voice your opinions with clarity
You do not need to be supervised and can manage yourself remotely

Tools you'll use:

Shopify
Gorgias

Facebook Groups
YouTube
Asana
Slack
Google Drive

Our offer to you:

Customer-centric, creative, and growth-oriented brand aiming to revolutionize the market
You can work from anywhere that has Wi-Fi
Get the time and space to manage, teach, and trust in yourself
Starting pay is dependent on your location

Apply here: ----------

Talk to you soon!