Paired, representing a leading DTC company, is looking for a Senior Customer Service specialist. This full-time role requires an experienced professional to handle escalations, mentor the team, and use data to improve the customer experience for our US-based, remote client.
What You'll Do
- Efficiently resolve all customer contacts, including escalations and high-priority cases.
- Mentor new specialists, guiding them to develop their skills and deepen product knowledge.
- Provide real-time feedback to agents on escalations via Slack or other channels.
- Identify major improvement areas and flag them to management for targeted support.
- Collect and analyze customer support data to identify recurring issues or emerging trends.
- Investigate root causes of ongoing issues and collaborate with management to implement process improvements.
- Assist in developing and refining workflows to help specialists resolve tickets efficiently.
- Draft and propose macros for streamlined communication, pending manager approval.
- Step into the queue during high-volume days or unexpected absences to ensure smooth operations.
What We're Looking For
- Proven experience in customer service.
- Strong problem-solving and critical-thinking abilities.
- Excellent written and verbal communication skills.
- Ability to mentor and support team members effectively.
- Skilled in data analysis and trend reporting.
- Adaptable, proactive, and able to thrive in a fast-paced environment.
Nice to Have
- Experience in a senior or escalations role.
- Proficient in using CRM systems (experience with Gorgias is a plus).
Technical Stack
- CRM systems
- Gorgias
Benefits & Compensation
- Full-time position
- Competitive Salary in USD
- Work From Anywhere
Work Mode
This is a remote, global position.
