Head of Customer Support for DTC Company

Paired is a global staffing and recruiting agency that connects talented individuals with top-tier companies for remote work opportunities. They are seeking a Head of Customer Support to lead and improve their customer experience operations.

Location: Remote (Global)

Salary: Competitive Salary in USD

Responsibilities

• Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog
• Lead, coach, and manage remote customer support agents
• Build SOPs, QA systems, macros, workflows, and knowledge bases
• Improve automation, AI chatbot flows, self-service systems, and support efficiency
• Reduce refunds, chargebacks, and repetitive customer complaints
• Deliver actionable customer insights and weekly CX reports to leadership
• Collaborate with operations, marketing, and product teams to improve customer experience

Requirements

• 5+ years of experience in customer support, CX, or customer operations
• Experience managing remote support teams
• Strong DTC/eCommerce background
• Experience with Shopify and support platforms such as Gorgias, Zendesk, or Intercom
• Strong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues
• Excellent written English and strong operational mindset

Benefits

• Full-time
• Competitive Salary in USD
• Work From Anywhere

Additional Information

• Originally posted on Himalayas