Paired
staffing and recruiting
HeadofCustomerSupport
“Head of Customer Support at Paired. Skills: Customer Support, Team Management, Process Improvement. Own and improve support KPIs. Lead, coach, and manage remote agents”
What You'll Achieve.
improves customer satisfaction; reduces refunds and chargebacks; turns support into a strategic business advantage; Own and improve support KPIs; CSAT; response time; resolution time; refunds; chargebacks; ticket backlog
Industry & Context.
What They're Looking For.
Must Have
5+ years of experience in customer support, CX, or customer operations, Experience managing remote support teams, DTC/eCommerce background, Experience with Shopify, Experience with support platforms such as Gorgias, Zendesk, or Intercom, understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues, Excellent written English, operational mindset
What You'll Do.
Own and improve support KPIs
and manage remote agents
Reduce refunds and chargebacks
Deliver actionable customer insights
Collaborate with teams
How You'll Work.
Team & Collaboration
Collaborate with operations, marketing, and product teams
Communication Scope
Excellent written English
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