Head of Customer Support for DTC Company (US-Based, Remote)

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

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