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.
About the Role
We're seeking a detail-oriented and compliance-focused Community Manager to serve as the primary point of contact for our investor community and customer base. This role requires someone who can deliver exceptional support while adhering to strict regulatory requirements and pre-approved messaging frameworks. You'll be the voice of our brand across multiple high-visibility support channels while using data and analytics to drive continuous improvement.
Primary Responsibilities
Customer & Investor Support
- Respond to investor and customer inquiries across multiple support channels using pre-approved templates and scripts reviewed by legal and leadership
- Manage support tickets and communications through GoHigh Level CRM (transitioning to proprietary CRM in Q1/Q2)
- Maintain strict compliance with regulatory requirements—follow approved responses exactly without AI rephrasing or personal interpretation
- Provide timely, accurate, and professional support that builds trust and confidence with our investor community
- Escalate complex issues appropriately while documenting all interactions thoroughly
Community Management
- Monitor and engage across high-visibility web channels, maintaining brand reputation and community health
- Foster positive relationships within the investor and customer community
- Identify trends in community sentiment, questions, and concerns for internal reporting
Analytics & Strategic Optimization
- Track and analyze support metrics including response times, resolution rates, customer satisfaction, and ticket volume
- Create regular KPI reports with quantitative insights and actionable recommendations
- Identify efficiency opportunities and process improvements based on data analysis
- Present strategic recommendations to leadership backed by clear analytics
Knowledge Base Management
- Maintain familiarity with extensive knowledge base of compliance-approved responses
- Suggest updates or additions to templated content based on recurring customer needs (subject to legal review)
- Ensure accuracy and consistency across all support documentation
Requirements
- 2+ years of customer support or community management experience
- Strong adherence to processes, protocols, and compliance requirements
- Excellent written communication skills with attention to detail
- Experience with CRM platforms (GoHigh Level experience is a plus)
- Proven ability to analyze data and present insights using metrics and KPIs
- Comfortable working independently in a remote environment
- High level of professionalism when representing the company publicly
- Ability to follow templates and scripts precisely without deviation
Preferred Qualifications
- Experience in Fintech, financial services, or regulated industries (not required but valued)
- Background working with investor relations or financial product support
- Familiarity with compliance-heavy environments
- Experience creating reports and dashboards for performance tracking
- Previous exposure to transitioning between different CRM systems
What Makes You Successful
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Compliance-minded: You understand the importance of following approved messaging exactly—no improvisation
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Data-driven: You naturally look for patterns, track metrics, and use analytics to inform recommendations
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Process-oriented: You thrive with clear guidelines and structured workflows
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Proactive optimizer: You identify efficiency improvements and present them with supporting data
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Professional communicator: You maintain composure and professionalism across all customer interactions
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Detail-focused: You catch inconsistencies and maintain accuracy across high volumes of support requests
Tools & Systems
- GoHigh Level CRM (current platform)
- Proprietary CRM (transition expected Q1/Q2)
- Knowledge base and templated response systems
- Analytics and reporting tools
Important Notes
Due to strict regulatory compliance obligations, all support responses must use pre-approved templates and scripts. The use of AI tools to rephrase or reconstruct answers is strictly prohibited. Our support channels are highly visible, and compliance is non-negotiable. However, we highly value team members who bring strategic thinking, efficiency optimizations, and data-backed recommendations to improve our operations within these parameters.
Benefits
- Remote Working for US Company
- Exposure to new technology & trend
- Competitive Salary
