Paired is looking for a Customer Support Lead to own every direct interaction between Pathfinder's portfolio of ecommerce brands and their customers. You will be responsible for ensuring every customer touchpoint is handled with care, speed, and excellence, making every customer feel genuinely taken care of.
What You'll Do
- Own and optimize the customer support function across email (Gorgias), SMS, and phone for all three brands.
- Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously.
- Monitor key CX metrics like response time, resolution rate, and CSAT, and drive consistent improvement.
- Build and refine processes to make the team faster, more consistent, and more effective.
- Jump into tickets yourself when needed, staying close to the customer and the team's day-to-day work.
- Ensure an excellent support experience across email, text, and phone, tailoring each channel to feel personal and on-brand.
- Oversee and help shape the Facebook communities for each brand, ensuring they're active and positive.
- Surface insights from customer interactions to inform product, marketing, and operations decisions.
- Work closely with Brand Managers to stay aligned on brand voice, product issues, and customer sentiment.
What We're Looking For
- Proven experience as a CX agent and then as a CX team lead or manager.
- Fluent in English, written and spoken, with the confidence to handle phone calls.
- Strong track record of tracking and improving CX metrics across a team.
- Experience across multiple support channels: email, SMS, and phone.
- Familiarity with Gorgias or similar helpdesk platforms.
- Creative, empathetic, and genuinely passionate about customer experience.
- Highly organized and comfortable managing a remote team.
Nice to Have
- Experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives.
- Experience in beauty, skincare, wellness, or supplements.
- Familiarity with Shopify or order management systems.
- Experience supporting international customers.
Technical Stack
- Gorgias
- Shopify
Team & Environment
You will lead a team of CX agents and collaborate closely with Brand Managers.
Benefits & Compensation
- Work From Anywhere
- Competitive Salary
Work Mode
This is a remote position for candidates located in the US.
Paired is an equal opportunity employer. Our mission is to provide great jobs to talented people, no matter where they are located.
