Paired

Customer Support

Paired

full-time

Posted on:

Location Type: Remote

Location: Jamaica

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About the role

  • Handle and resolve up to 140 tickets daily across all contact types (email, contact form, social DMs).
  • Deliver a high standard of service, maintaining a minimum 90% CSAT (Customer Satisfaction) score.
  • Follow internal support guidelines, macros, and escalation procedures to ensure consistency and quality across all customer interactions.
  • Maintain accurate, detailed, and timely documentation of all customer interactions within our CRM system.
  • Uphold and model all rules of conduct and team values, demonstrating professionalism and respect in all interactions.
  • Participate in ongoing training sessions and provide feedback on ways to improve customer support workflows.

Requirements

  • Excellent written and verbal communication skills.
  • Strong problem-solving abilities and ability to work independently in a fast-paced environment.
  • Highly organized with strong attention to detail.
  • Comfortable navigating multiple tools and platforms (e.g., Gorgias, Zendesk, Shopify, Slack).
  • Demonstrated ability to hit KPIs, including ticket volume, CSAT, and response/resolution times.
  • Empathetic and customer-focused with a strong desire to create memorable customer experiences.
  • Ability to receive and incorporate feedback in a professional manner.
  • Ability to work from **M-F at 9 AM to 5 PM PST **
Benefits
  • Competitive Salary
  • Work From Anywhere

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ticket resolutioncustomer satisfaction (CSAT)documentationproblem-solvingKPI managementworkflow improvement
Soft skills
written communicationverbal communicationattention to detailorganizationempathycustomer focusfeedback incorporation