About the job
At Paired, we are a global staffing and recruiting agency dedicated to connecting exceptional remote talent with leading companies worldwide. Our mission is to empower individuals, regardless of their location, by providing them with outstanding job opportunities that match their unique skill sets.
We are seeking a Customer Support Lead for our Ecommerce Group, who will be pivotal in managing direct customer interactions across our portfolio of brands. This role is crucial as it ensures that every point of contact, whether through email, SMS, phone calls, or community messages, is approached with precision, speed, and excellence.
This is a hands-on position, not just strategic. You will lead a team of Customer Experience (CX) agents, actively engaging with their daily tasks: understanding customer inquiries, resolving common issues, and continuously suggesting enhancements to our processes. The ideal candidate will have experience as a CX agent and possess strong leadership skills, coupled with a passion for delivering outstanding customer experiences.
Your primary objective is clear yet ambitious: ensure every customer feels genuinely valued and cared for during their interaction with our brands.
Key Responsibilities:
- Oversee and enhance our customer support functions across email (Gorgias), SMS, and phone for all three brands.
- Manage and nurture a team of CX agents by establishing clear expectations, monitoring performance, and providing ongoing coaching.
- Track and improve key customer experience metrics such as response time, resolution rate, and customer satisfaction (CSAT).
- Develop and refine processes to increase team efficiency and effectiveness.
- Proactively resolve tickets when necessary, staying connected with customer needs and team operations.
- Guarantee an exceptional support experience across all channels: email, text, and phone.
- Innovate ways to differentiate each channel's approach while maintaining a personal and on-brand feel.
- Identify and act on gaps and opportunities across various communication channels.
- Supervise and cultivate the Facebook communities for each brand, ensuring they are vibrant, positive, and representative of each brand's identity.
- Explore the intersection of community and support, aiming to transform satisfied customers into brand advocates.
- Introduce initiatives to deepen customer relationships beyond issue resolution.
- Collaborate closely with Brand Managers across the portfolio to align on brand voice, product concerns, and customer feedback.
- Provide insights from customer interactions that can guide product, marketing, and operational decisions.

