Senior Customer Service for DTC Company (US-Based, Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.

Our client is looking for a full-time Senior Customer Service to join our growing team. This role requires an individual who can provide exceptional customer experiences by handling complex issues, supporting the customer service members, and driving continuous improvement in our processes.

Key Responsibilities:

• Contact Resolution: Efficiently resolve all types of customer contacts, including escalations and high-priority cases. Serve as a point of contact for complex inquiries, providing clear and empathetic solutions.
• Team Support and Mentorship: Mentor new specialists, guiding them in developing their skills and deepening their product knowledge. Provide real-time feedback to agents on escalations and questions via Slack or other communication channels. Identify any major areas for improvement and promptly flag them to management for targeted support during 1:1 sessions.
• Trend Analysis and Reporting: Collect and analyze customer support data to identify recurring issues or emerging trends.Clearly communicate these insights to management, helping to drive data-informed decisions.
• Problem-Solving and Critical Thinking: Investigate root causes of ongoing customer issues. Collaborate with management to implement effective process improvements and prevent future escalations.
• Workflow and Process Optimization: Assist management in developing and refining workflows to support specialists in resolving tickets efficiently. Draft and propose macros for streamlined communication, pending manager approval.
• Flexibility and Team Collaboration: Demonstrate adaptability by stepping into the queue during high-contact volume days or unexpected absences. Ensure smooth team operations by filling gaps as needed.

• Proven experience in customer service, preferably in a senior or escalations role.
• Strong problem-solving and critical-thinking abilities.
• Excellent communication skills, both written and verbal.
• Proficient in using CRM systems (experience with Gorgias is a plus).
• 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.

• Full-time

• Competitive Salary in USD
• Work From Anywhere