Key Facts

Remote From:

Mexico , United States

Category: Customer Support

Full time

Senior (5-10 years)

English

Hard Skills

KPI Management Direct-to-Consumer (DTC) Shopify Zendesk Intercom Customer Experience Improvement Conversational AI Self Service Technologies

Other Skills

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Distributed Team Management
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Quality Assurance
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Collaboration
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Coaching
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Problem Solving
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Analytical Thinking

Roles & Responsibilities

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

Requirements:

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

Paired

Computer Software / SaaS

About Paired

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 type: Startup

Industry: Computer Software / SaaS

Founded: 2018

Company size: 11 - 50

Website LinkedIn See all jobs →

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