Paired
Retail
HeadofCustomerSupportforDTCCompany
Neural analysis suggests this role is
optimal for Senior candidates.
“Head of Customer Support for DTC Company at Paired. Skills: Customer support, Customer experience, Team management. Own and improve support KPIs. Lead customer support agents”
What You'll Achieve.
Improve customer satisfaction; Reduce refunds; Reduce chargebacks; Turn support into advantage
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years customer support, Manage remote support teams, DTC/eCommerce background, Experience with Shopify, Experience with support platforms, Understanding of KPIs, Understanding of SOPs, Understanding of QA systems, Understanding of refunds, Understanding of chargebacks, Understanding of shipping issues, Excellent written English
What You'll Do.
Own and improve support KPIs
Lead customer support agents
Coach customer support agents
Manage customer support agents
Build knowledge bases
Improve AI chatbot flows
Improve self-service systems
Improve support efficiency
Reduce repetitive complaints
Deliver customer insights
Deliver weekly CX reports
Collaborate with operations teams
Collaborate with marketing teams
Collaborate with product teams
How You'll Work.
Team & Collaboration
Operations teams; Marketing teams; Product teams
Communication Scope
Written English
Full Job Description
Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. We are looking for a Head of Customer Support to build and lead a high-performance customer experience operation that improves customer satisfaction, reduces refunds and chargebacks, and turns support into a strategic business advantage. ### **Key Responsibilities:** * Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog * Lead, coach, and manage remote customer support agents * Build SOPs, QA systems, macros, workflows, and knowledge bases * Improve automation, AI chatbot flows, self-service systems, and support efficiency * Reduce refunds, chargebacks, and repetitive customer complaints * Deliver actionable customer insights and weekly CX reports to leadership * Collaborate with operations, marketing, and product teams to improve customer experience **Requirements** * 5+ years of experience in customer support, CX, or customer operations * Experience managing remote support teams * Strong DTC/eCommerce background * Experience with Shopify and support platforms such as Gorgias, Zendesk, or Intercom * Strong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues * Excellent written English and strong operational mindset **Benefits** * Full-time * Competitive Salary in USD * Work From Anywhere
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