Senior Customer Support

Please send your resume, including your salary expectations, to Jobs@EvanAlexanderGrooming.com. This will serve as your application.

Job Title: Senior Customer Support

Company Overview: At Evan Alexander Grooming, we aim to elevate the world's confidence! We serve to produce and distribute high-quality natural products. We believe healthy hair and skin begin with quality products created with the end users’ hair and skin type in mind. Our core values of consistency, community, and inspiration drive us to create products that enhance the look, feel, and texture of what men naturally possess. Our product line includes organic beard conditioners, face scrubs, natural deodorants, and NON-GMO hair supplements, all meticulously formulated to meet the unique needs of our diverse clientele.

 We invest heavily in research and development to bring innovative solutions to our customers. Our marketing efforts have garnered a loyal following, positioning us as thought leaders in the men's grooming industry. At Evan Alexander Grooming, we don't just sell products; we inspire confidence and help men look and feel unstoppable. Visit us at EvanAlexanderGrooming.com to learn more.

Job Summary:

Evan Alexander Fine Grooming is seeking a dedicated and experienced Senior Customer Support Specialist to join our team. In this role, you will be responsible for delivering exceptional customer service, resolving complex issues, and ensuring our customers have a positive experience with our brand. As our valued clients' first point of contact, you will represent our commitment to quality and excellence.

You will work closely with our team and other departments to address customer needs. Your expertise will be crucial in troubleshooting product-related issues, managing escalated inquiries, and contributing to the continuous improvement of our customer support processes.

Essential Duties and Responsibilities:

• Customer Support: Provide top-tier customer support via phone, email, and chat, ensuring timely and accurate resolution of inquiries via Zendesk CRM

• Issue Resolution: Handle and resolve complex customer issues, including product-related concerns, order tracking, and returns, while maintaining a professional and empathetic demeanor.

• Process Improvement: Identify areas for improvement in customer support processes and collaborate with the management team to implement changes that enhance the customer experience.

• Product Expertise: Maintain a deep understanding of Evan Alexander Fine Grooming’s product offerings and be able to provide detailed information and support to customers.

• Escalations Management: Manage escalated customer cases, focusing on providing swift and effective solutions and ensuring customer satisfaction.

• Feedback Collection: Gather and analyze customer feedback, providing insights to the product and marketing teams to help drive product improvements and customer satisfaction.

• Working Time: Eastern Standard Time from 9AM - 5PM (Tuesday - Saturday)

Requirements:

• Experience: 3-5 years of experience in a customer support role, preferably in the grooming, beauty, or personal care industry.

• Skills: Strong problem-solving skills with the ability to handle complex and escalated issues effectively.

• Communication: Excellent verbal and written communication skills in English with a customer-focused mindset.

• Technical Proficiency: Familiarity with customer support Zendesk software CRM systems and the ability to learn new tools quickly.

• Product Knowledge: Passion for grooming and beauty products, with the ability to quickly learn and convey detailed product information.

• Adaptability: Ability to thrive in a fast-paced environment and handle multiple tasks simultaneously.

• Customer Focus: A genuine desire to help customers and enhance their experience with our brand.

• Social Media: Experience managing social media inquiries such as (TikTok Shop, Facebook Meta, Instagram)