Paired is hiring a Head of Customer Community to own every direct interaction between our ecommerce group's brands and their customers. You will be responsible for ensuring all customer touchpoints across our portfolio are handled with care, speed, and excellence. This is a hands-on leadership role for a US-based remote professional.
What You'll Do
- Own and optimize customer support function across email, 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 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.
- Ensure support experience is excellent across every channel.
- Think creatively about how each channel should work differently to feel personal and on-brand.
- Identify gaps and opportunities across channels and act on them.
- Oversee and help shape the Facebook communities for each brand, ensuring they're active, positive, and brand-reflective.
- Think about how community and support intersect to turn satisfied customers into brand advocates.
- Bring ideas for deepening customer relationships beyond just resolving issues.
- Work closely with Brand Managers to stay aligned on brand voice, product issues, and customer sentiment.
- Surface insights from customer interactions to inform product, marketing, and operations decisions.
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 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
Team & Environment
You will lead a team of CX agents.
Benefits & Compensation
- Work From Anywhere
- Competitive Salary
Work Mode
This is a US-based, remote position.
Paired is an equal opportunity employer committed to providing great jobs to talented people, no matter where they are located.
