Senior 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.

We are seeking an experienced Senior Customer Support Specialist to lead complex customer interactions and handle escalated cases for our niche bone broth product. This role is ideal for someone who thrives in problem-solving, takes ownership of customer issues, and sets a high standard for customer experience.

Key Responsibilities:

• Handle escalated and complex customer cases across email, chat, and potentially phone
• Act as the final point of contact for unresolved customer issues
• Investigate issues thoroughly and provide effective, long-term solutions
• Support and guide junior customer support agents when needed
• Ensure a consistently high-quality customer experience and customer satisfaction
• Identify recurring issues and provide feedback to improve processes, FAQs, and workflows
• Maintain accurate documentation of escalated cases and resolutions
• Collaborate with internal teams (operations, fulfillment, product) to resolve root causes

Requirements

• Fluent English (native-level proficiency preferred)
• 3+ years of experience in customer support, with proven experience handling escalations
• Strong written and verbal communication skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to remain calm, empathetic, and professional in high-pressure situations
• Comfortable handling sensitive or complex product-related concerns
• Ability to work independently and take ownership of outcomes
• Availability to work within Eastern Time zone hours
• Work Schedule: Full-time, 40–50 hours per week

Nice to Have

• Experience in eCommerce, subscriptions, or health & wellness products
• Experience mentoring or supporting junior support agents
• Familiarity with customer support platforms (Zendesk, Gorgias, Intercom, etc.)
• Experience handling chargebacks, refunds, or customer complaints

Benefits

• Full-time

• Competitive Salary
• Work From Anywhere