Senior Customer Support Agent – E-commerce

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🕒 May 20

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Paired

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

🎯 Recruiter

👥 HR Tech

B2B • Recruitment • HR Tech

Paired is a strategic talent recruitment company that specializes in connecting businesses with top-tier overseas talent. They streamline the hiring process by recruiting, vetting, and presenting the best candidates for a variety of roles, allowing companies to save significantly on payroll costs. Paired focuses on placing talented individuals in various positions ranging from administrative assistants to executive roles, across diverse fields such as marketing, engineering, and sales. With a commitment to quality and cost-effectiveness, Paired offers a risk-free placement service that guarantees client satisfaction, thereby facilitating global workforce integration for its clients.

📋 Description

• **The Role** • **Senior Customer Support Agent for E-commerce** • We're seeking a Senior Customer Support Agent who understands that premium support creates memorable experiences, not just solves problems. This is a high-touch, white-glove CX role requiring autonomy with customers, not basic ticket handling. • **What You'll Do** • *Customer Support* • - Respond to inquiries via Gorgias → Richpanel (chat & email) and **Instagram/TikTok DMs** (critical) • - Handle order management, tracking, modifications, and cancellations • - Manage returns, exchanges, and refunds with grace • - Provide product guidance and personalized recommendations • - Resolve shipping issues and coordinate with logistics partners • *Customer Experience* • - Turn challenging situations into positive experiences through empathetic problem-solving • - Maintain our premium brand tone in all communications • - Document feedback and identify patterns for improvement • - Handle escalations and high-AOV/VIP customers with confidence

🎯 Requirements

• **Required Qualifications** • - **E-commerce experience is mandatory for this role** • - **Exceptional written English** with ability to maintain sophisticated brand voice • - Experience with customer support platforms (**Gorgias mandatory,** Zendesk, or similar) • - Comfortable with e-commerce platforms (**Shopify mandatory**) • - Comfortable managing **phone calls, emails, and chats**. • - Self-motivated, detail-oriented, and capable of independent work • - Patient, empathetic, and genuinely enjoys helping people • - **Comfortable managing Instagram & TikTok DMs** as core responsibility • **Success Metrics** • - Prompt response times and efficient resolution • - Consistently high customer satisfaction ratings • - Premium brand voice maintained across all channels • - Proactive identification of experience improvements • - Confident handling of VIP and escalated situations

🏖️ Benefits

• - Remote Working for US Company • - Exposure to new technology & trend • - Competitive Salary