Customer Operations Specialist for a U.S. based company (Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting talented individuals with great companies that need their unique skills. Our mission is to provide great jobs to gifted people, regardless of location.

Our Client

Our client is a direct-to-consumer health and personal care brand dedicated to helping people manage excessive sweating with science-backed antiperspirant and sweat-absorbing products for areas such as underarms, hands, feet, face, and more. Their products are developed with dermatologists and offered through a Shopify-powered online store, earning strong customer reviews for effectiveness and quality. The company supports customers with personalized guidance and a mission to provide confidence and comfort for everyday life.

Role Overview

We’re looking for a Customer Operations Specialist to join our global CX and support organization — someone with a proactive, systems-oriented mindset who can support escalated customer issues across multiple channels and streamline operational processes. This is a hands-on execution role that requires initiative, strong problem-solving skills, and an ability to improve existing tools and systems that our CX team uses daily.

You will work closely with the Director of Customer Experience to ensure our support operations run smoothly, efficiently, and continue to scale as the business grows.

Key Responsibilities

Customer Support Operations

• Manage and resolve escalated customer cases across email, SMS, chat, social media, and review platforms.
• Draft and publish responses that align with internal guidelines; escalate only when necessary.
• Identify recurring escalation trends and surface patterns to guide improvements.
  

Helpdesk & System Management

• Audit, optimize, and maintain business rules and workflows in our helpdesk platform (e.g., Kustomer).
• Regularly review and improve automations, tags, shortcuts, and saved replies.
• Identify and clean up broken, unused, or duplicative processes.
  

Knowledge Base & SOP Management

• Maintain and update internal and external knowledge bases to reflect current processes.
• Create and refine Standard Operating Procedures (SOPs) and close documentation gaps.
  

Quality Control & Reporting

• Support weekly quality control reviews and assist with report creation and distribution.
• Monitor SLA performance and identify areas for improvement.
  

Workforce Management Support

• Partner with Workforce Management to support scheduling, forecasting, and workload balancing.
• Aid in developing channel-level staffing schedules and capacity plans.
  

Special Projects

• Support operational projects such as fraud and reseller monitoring and mitigation.
• Work with cross-functional stakeholders to implement enhancements that improve performance and customer satisfaction.

Requirements

• Helpdesk Platform Experience: Strong hands-on experience with helpdesk systems such as Kustomer, Gorgias, Zendesk, or similar.

• E-commerce Support Knowledge: Experience working within a Shopify or e-commerce support ecosystem.
• Escalation & Operations Experience: Proven ability managing escalated customer situations and complex workflows.
• Operational Mindset: Capable of auditing support systems, identifying bottlenecks, and implementing improvements independently.
• Communication Skills: Excellent written and verbal communication, with clear and concise documentation ability.
• Team Collaboration: Experience working with cross-functional partners within customer experience organizations.

Preferred / Nice to Have

• Experience with Workforce Management tools and scheduling practices.

• Familiarity with AI-based support tools, automation testing, or machine-learning enhancements in support workflows.

• Experience monitoring and mitigating fraud or reseller issues in e-commerce.

• Comfortable with data reporting and performance dashboard tools.