Customer Support Lead for DTC Company (US-Based, Remote)
Posted 21 days ago
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.
Our client is looking for a full-time Customer Support Specialist with experience in DTC (Direct-to-Consumer) brands.
Key Responsibilities:
- Lead and manage the customer support team, ensuring high performance and service quality
- Handle phone, email, and chat support inquiries
- Create, document, and optimize SOPs for customer support processes
- Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
- Ensure timely, empathetic, and high-quality responses to customers
- Multitask effectively while maintaining attention to detail
- Work closely with cross-functional teams to improve customer experience
Requirements
- Proven experience in a DTC company
- Strong proficiency with Gorgias and Shopify
- Excellent written and verbal communication skills
- Ability to multitask and provide timely, empathetic support
- Must have experience in a lead role
- Hands-on experience handling phone support
- Experience creating SOPs for phone support
- Ability to recommend and optimize tech stack solutions
- Must be willing to work Monday to Friday, 9 AM to 6 PM EST
Benefits
- Full-time
- Competitive Salary in USD
- Work From Anywhere
Other open roles at Paired(6)
Looking for affordable overseas talent? You can save up to 80% on payroll costs! Paired takes care of the recruiting, vetting, and interviewing process so you can focus on what you do best.
Key team members
James Goebel
✅Perrin Riendeau
Paul Ogonowski
Reinaldo Wijaya
Head of Operations at Paired | Building, Scaling & Optimizing Remote Talent Recruitment Across Asia, LATAM & South Africa
Jobr aggregates jobs directly from company career portals — no middlemen. Our team applies on your behalf with AI-tailored resumes, reviewed by a human before submission.