Account Manager

June 21

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Description

• 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. • Execute outbound call campaigns as requested to strengthen relationships with old clients and build relationships with new clients. • Work cross-functionally to drive improvements for the customer experience based on the voice and journey of the customer. • Utilize analytical skills to track customer trends and concerns to proactively drive superior value against competitors, address growing issues, and keep internal processes sharp. • Proficiently use internal tech stack and adapt to additional tools, tech, and processes. • 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

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. • 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

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