About The Role

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.

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

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