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
