Customer Support Lead

Paired

Customer Support Specialist leading a remote customer support team for a DTC brand. Handling inquiries while improving processes and collaborating with cross-functional teams.

Posted 5/26/2026full-timeRemote • 🇿🇦 South AfricaSeniorWebsite

About the role

Key responsibilities & impact

Lead and manage the customer support team, ensuring high performance and service quality
Handle phone, email, and chat support inquiries
Create, document, and optimize SOPs for customer support processes
Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
Ensure timely, empathetic, and high-quality responses to customers
Multitask effectively while maintaining attention to detail
Work closely with cross-functional teams to improve customer experience

Requirements

What you’ll need

Proven experience in a DTC company
Strong proficiency with Gorgias and Shopify
Excellent written and verbal communication skills
Ability to multitask and provide timely, empathetic support
Must have experience in a lead role
Hands-on experience handling phone support
Experience creating SOPs for phone support
Ability to recommend and optimize tech stack solutions
Must be willing to work Monday to Friday, 9 AM to 6 PM EST

Benefits

Comp & perks

Full-time
Competitive Salary in USD
Work From Anywhere

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support processesSOP creationphone support

Soft Skills

leadershipcommunicationmultitaskingempathyattention to detail