Role overview

Qualifications

E-commerce experience is mandatory for this role
Exceptional written English with ability to maintain sophisticated brand voice
Experience with customer support platforms (Gorgias mandatory, Zendesk, or similar)
Comfortable with e-commerce platforms (Shopify mandatory)

Responsibilities

Respond to inquiries via Gorgias → Richpanel (chat, email) and Instagram/TikTok DMs (critical)
Handle order management, tracking, modifications, and cancellations
Manage returns, exchanges, and refunds with grace
Provide product guidance and personalized recommendations

Key facts

Remote from: Anywhere
Full time
Senior (5-10 years)
Customer Service / Support Representative
English

Hard skills

Shopify E-Commerce Sales Management Logistics Escalation Management Online Communication Cash Register Shipping And Receiving Order Management Issue Management Zendesk

Other skills

Communication
Patience
Detail Oriented
Empathy
Self-Motivation
Problem Solving

About the company

Paired

Computer Software / SaaS

Love more. Stress less. Paired is your guide to improve communication, stay connected, and deepen intimacy as a couple. With our daily questions feature you get a fun question to answer every day with your partner. Each question comes with a research-based fact of why answering it will help your relationship, and only by answering the question yourself can you unlock your partner’s answer! If you’re looking to identify your relationship strength and growth areas then our couple quizzes are here to help. Each week the quiz is on a different aspect of your relationship, and when your partner answers the quiz you’ll be able to compare answers. Think you know your partner well? Put your knowledge to the test with our couple games! Guess your partner’s answers to funny, thoughtful, and downright silly questions and see how many guesses you get right. The partner with the highest score wins the game! Lastly, our relationship tips are written by the world’s top couple therapists and academics and draw on decades of research to help you understand what works and what doesn’t in a relationship. Join the community of people around the world building lasting love with Paired today.

Company details

Company typeStartup

IndustryComputer Software / SaaS

Company size11 - 50

Links

Website LinkedIn See all jobs

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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.

The Role

Senior Customer Support Agent for E-commerce

We're seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with customers, not basic ticket handling.

What You'll Do

Customer Support

Respond to inquiries via Gorgias → Richpanel (chat & email) and Instagram/TikTok DMs (critical)
Handle order management, tracking, modifications, and cancellations
Manage returns, exchanges, and refunds with grace
Provide product guidance and personalized recommendations
Resolve shipping issues and coordinate with logistics partners

Customer Experience

Turn challenging situations into positive experiences through empathetic problem-solving
Maintain our premium brand tone in all communications
Document feedback and identify patterns for improvement
Handle escalations and high-AOV/VIP customers with confidence

Requirements

Required Qualifications

E-commerce experience is mandatory for this role
Exceptional written English with ability to maintain sophisticated brand voice
Experience with customer support platforms (Gorgias mandatory, Zendesk, or similar)
Comfortable with e-commerce platforms (Shopify mandatory)
Comfortable managing phone calls, emails, and chats.
Self-motivated, detail-oriented, and capable of independent work
Patient, empathetic, and genuinely enjoys helping people
Comfortable managing Instagram & TikTok DMs as core responsibility

Success Metrics

Prompt response times and efficient resolution
Consistently high customer satisfaction ratings
Premium brand voice maintained across all channels
Proactive identification of experience improvements
Confident handling of VIP and escalated situations

Benefits

Remote Working for US Company
Exposure to new technology & trend
Competitive Salary