DirecciónPaired 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, Paired, is currently seeking a Customer Service Lead to join their team. As a Customer Service Lead, you will be responsible for managing the Customer Service team and ensuring exceptional service delivery to customers. This is a remote position, allowing you to work from the comfort of your own home or any location of your choice.
Responsibilities:
- Respond to customer queries within 12 hours (aiming to reduce this to 1 hour over time), providing a message indicating resolution, a clear plan of action, or at the very least, communicating that the issue is being worked on with a follow-up response within the next hour.
- Resolve and address all customer queries within 24 hours.
- Establish efficient and clear rules and systems that can be followed without constant supervision, ensuring scalability regardless of company size.
- Proficiency in using Gorgias to rapidly respond to customer inquiries.
- Effective management across all channels and locations.
Requirements
- Has experience in setting up and managing a Customer Service system that covers multiple channels (such as Amazon, Etsy, Shopify, and Faire) in different markets.
- Is highly organized and has a track record of writing and organizing clear Standard Operating Procedures (SOPs) within Customer Service.
- Has excellent written and verbal English skills.
- Is technically proficient and preferably has a good understanding of platforms like Gorgias or similar ones, with the ability to set up automated macros and rules that will save time and money for the business.
- Has experience in hiring and managing other Customer Service members, ensuring quick and satisfactory resolution of tickets, leaving customers feeling delighted.
- Can collaborate with our supply chain team to identify and promptly resolve any quality issues with products.
- Can take complete ownership of Customer Service and only report back on key performance indicators.
- Can cover US working hours.
Benefits
- Work From Anywhere
- Competitive Salary paid in US$
- International Brands Exposure
