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.

Our client is looking for a full-time Customer Support Specialist with experience in DTC (Direct-to-Consumer) brands. This role requires a proactive, empathetic, and detail-oriented Customer Service Specialist to join our growing support team. In this role, you will be the frontline of communication with our customers, resolving inquiries, troubleshooting issues, and creating a positive brand experience. You’ll also play a key role in identifying emerging customer trends and helping improve internal processes.

Key Responsibilities:

• Handle and resolve up to 140 tickets daily across all contact types (email, contact form, social DMs).
• Deliver a high standard of service, maintaining a minimum 90% CSAT (Customer Satisfaction) score.
• Follow internal support guidelines, macros, and escalation procedures to ensure consistency and quality across all customer interactions.
• Maintain accurate, detailed, and timely documentation of all customer interactions within our CRM system.
• Uphold and model all rules of conduct and team values, demonstrating professionalism and respect in all interactions.
• Participate in ongoing training sessions and provide feedback on ways to improve customer support workflows.

Requirements

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and ability to work independently in a fast-paced environment.
• Highly organized with strong attention to detail.
• Comfortable navigating multiple tools and platforms (e.g., Gorgias, Zendesk, Shopify, Slack).
• Demonstrated ability to hit KPIs, including ticket volume, CSAT, and response/resolution times.
• Empathetic and customer-focused with a strong desire to create memorable customer experiences.
• Ability to receive and incorporate feedback in a professional manner.
• Ability to work in PST business hours

Benefits

• Full-time

• Competitive Salary
• Work From Anywhere