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.

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 cancellations
• Manage returns, exchanges, and refunds with grace
• Provide product guidance and personalized recommendations
• Resolve shipping issues and coordinate with logistics partners

Customer Experience

• Turn challenging situations into positive experiences through empathetic problem-solving
• Maintain our premium brand tone in all communications
• Document feedback and identify patterns for improvement
• Handle escalations and high-AOV/VIP customers with confidence

Requirements

Required Qualifications

• E-commerce experience is mandatory for this role
• Exceptional written English with ability to maintain sophisticated brand voice
• Experience 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 work
• Patient, empathetic, and genuinely enjoys helping people
• Comfortable managing Instagram & TikTok DMs as core responsibility

Success Metrics

• Prompt response times and efficient resolution
• Consistently high customer satisfaction ratings
• Premium brand voice maintained across all channels
• Proactive identification of experience improvements
• Confident handling of VIP and escalated situations

Benefits

• Remote Working for US Company
• Exposure to new technology & trend
• Competitive Salary