About this role
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.
About the RoleWe're seeking a detail-oriented and compliance-focused Community Manager to serve as the primary point of contact for our investor community and customer base. This role requires someone who can deliver exceptional support while adhering to strict regulatory requirements and pre-approved messaging frameworks. You'll be the voice of our brand across multiple high-visibility support channels while using data and analytics to drive continuous improvement.
Primary ResponsibilitiesCustomer & Investor Support
Respond to investor and customer inquiries across multiple support channels using pre-approved templates and scripts reviewed by legal and leadershipManage support tickets and communications through GoHigh Level CRM (transitioning to proprietary CRM in Q1/Q2)Maintain strict compliance with regulatory requirements—follow approved responses exactly without AI rephrasing or personal interpretationProvide timely, accurate, and professional support that builds trust and confidence with our investor communityEscalate complex issues appropriately while documenting all interactions thoroughlyCommunity Management
Monitor and engage across high-visibility web channels, maintaining brand reputation and community healthFoster positive relationships within the investor and customer communityIdentify trends in community sentiment, questions, and concerns for internal reportingAnalytics & Strategic Optimization
Track and analyze support metrics including response times, resolution rates, customer satisfaction, and ticket volumeCreate regular KPI reports with quantitative insights and actionable recommendationsIdentify efficiency opportunities and process improvements based on data analysisPresent strategic recommendations to leadership backed by clear analyticsKnowledge Base Management
Maintain familiarity with extensive knowledge base of compliance-approved responsesSuggest updates or additions to templated content based on recurring customer needs (subject to legal review)Ensure accuracy and consistency across all support documentationRequirements
2+ years of customer support or community management experienceStrong adherence to processes, protocols, and compliance requirementsExcellent written communication skills with attention to detailExperience with CRM platforms (GoHigh Level experience is a plus)Proven ability to analyze data and present insights using metrics and KPIsComfortable working independently in a remote environmentHigh level of professionalism when representing the company publiclyAbility to follow templates and scripts precisely without deviationPreferred QualificationsExperience in Fintech, financial services, or regulated industries (not required but valued)Background working with investor relations or financial product supportFamiliarity with compliance-heavy environmentsExperience creating reports and dashboards for performance trackingPrevious exposure to transitioning between different CRM systemsWhat Makes You SuccessfulCompliance-minded: You understand the importance of following approved messaging exactly—no improvisationData-driven: You naturally look for patterns, track metrics, and use analytics to inform recommendationsProcess-oriented: You thrive with clear guidelines and structured workflowsProactive optimizer: You identify efficiency improvements and present them with supporting dataProfessional communicator: You maintain composure and professionalism across all customer interactionsDetail-focused: You catch inconsistencies and maintain accuracy across high volumes of support requestsTools & SystemsGoHigh Level CRM (current platform)Proprietary CRM (transition expected Q1/Q2)Knowledge base and templated response systemsAnalytics and reporting toolsImportant NotesDue to strict regulatory compliance obligations, all support responses must use pre-approved templates and scripts. The use of AI tools to rephrase or reconstruct answers is strictly prohibited. Our support channels are highly visible, and compliance is non-negotiable. However, we highly value team members who bring strategic thinking, efficiency optimizations, and data-backed recommendations to improve our operations within these parameters.
Benefits
Remote Working for US Company Exposure to new technology & trend Competitive Salary