[Hiring] Customer Support Lead @Paired

Role Description

Our client is looking for a full-time Customer Support Specialist with experience in DTC (Direct-to-Consumer) brands.

• Lead and manage the customer support team, ensuring high performance and service quality
• Handle phone, email, and chat support inquiries
• Create, document, and optimize SOPs for customer support processes
• Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
• Ensure timely, empathetic, and high-quality responses to customers
• Multitask effectively while maintaining attention to detail
• Work closely with cross-functional teams to improve customer experience

Qualifications

• Proven experience in a DTC company
• Strong proficiency with Gorgias and Shopify
• Excellent written and verbal communication skills
• Ability to multitask and provide timely, empathetic support
• Must be willing to work Monday to Friday, 9 AM to 6 PM EST
• Must have experience in a lead role
• Hands-on experience handling phone support
• Experience creating SOPs
• Ability to recommend and optimize tech stack solutions

Requirements

• Full-time

Benefits

• Competitive Salary in USD
• Work From Anywhere