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.
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 cancellationsManage returns, exchanges, and refunds with graceProvide product guidance and personalized recommendationsResolve shipping issues and coordinate with logistics partnersCustomer Experience
Turn challenging situations into positive experiences through empathetic problem-solvingMaintain our premium brand tone in all communicationsDocument feedback and identify patterns for improvementHandle escalations and high-AOV/VIP customers with confidenceRequirements
Required Qualifications
E-commerce experience is mandatory for this roleExceptional written English with ability to maintain sophisticated brand voiceExperience 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 workPatient, empathetic, and genuinely enjoys helping peopleComfortable managing Instagram & TikTok DMs as core responsibility
Success Metrics
Prompt response times and efficient resolutionConsistently high customer satisfaction ratingsPremium brand voice maintained across all channelsProactive identification of experience improvementsConfident handling of VIP and escalated situationsBenefits
Remote Working for US CompanyExposure to new technology & trendCompetitive Salary