Customer Support for a DTC Company (US-Based/Remote)

Job Description

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 a global team of life science digital marketing experts.

Role Overview:
We're looking for a Customer Support to manage inbound and outbound phone calls with existing customers. The primary objective of this role is to provide outstanding customer support while proactively retaining customers by encouraging subscription extensions and renewals. This is a phone-first role, requiring strong communication skills and the ability to build trust and rapport quickly.

Key Responsibilities:

• Handle inbound and outbound phone calls with existing customers regarding orders, subscriptions, billing, and product-related inquiries.
• Proactively contact customers approaching cancellation or subscription expiration to understand their concerns and encourage subscription extensions.
• Retain customers by offering personalized solutions, education on product benefits, and subscription optimization options.
• Address and resolve customer issues efficiently while maintaining a positive and empathetic tone.
• Accurately document customer interactions, feedback, and outcomes in the CRM system.
• Collaborate with the retention, marketing, and operations teams to share customer insights and improve retention strategies.
• Meet or exceed individual and team KPIs related to retention rate, call quality, and customer satisfaction.
• Maintain deep product knowledge across all beauty and personal care offerings.

Requirements

• 1+ year of experience in customer support, customer success, or call-center environments (DTC or subscription-based experience is a plus).
• Strong verbal communication skills with confidence handling phone conversations.
• Ability to manage objections and de-escalate customer concerns effectively.
• Customer-first mindset with strong problem-solving skills.
• Comfortable working with CRM tools and call management systems.
• Ability to work in a fast-paced, performance-driven environment.
• Previous experience in retention, upselling, or sales roles is a bonus.

Benefits

• Competitive salary in USD
• Fully remote work environment with flexible scheduling