Customer Support Lead 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.

Key Responsibilities:

• Lead and manage the customer support team, ensuring high performance and service quality
• Handle phone, email, and chat support inquiries
• Create, document, and optimize SOPs for customer support processes
• Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
• Ensure timely, empathetic, and high-quality responses to customers
• Multitask effectively while maintaining attention to detail
• Work closely with cross-functional teams to improve customer experience

Requirements

• Proven experience in a DTC company
• Strong proficiency with Gorgias and Shopify
• Excellent written and verbal communication skills
• Ability to multitask and provide timely, empathetic support
• Must be willing to work Monday to Friday, 9 AM to 6 PM EST
• Must have experience in a lead role
• Hands-on experience handling phone support
• Experience creating SOPs
• Ability to recommend and optimize tech stack solutions

Benefits

• Full-time

• Competitive Salary in USD
• Work From Anywhere