Customer Support Lead for Ecommerce Group (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.

We're hiring a Customer Support Lead to own every direct interaction between Pathfinder's brands and their customers. This role sits across all three of our portfolio brands and is responsible for making sure that every touchpoint, whether it's an email, a text, a phone call, or a message in a brand community, is handled with care, speed, and excellence.

This is not a purely strategic role. You'll lead a team of CX agents and be expected to be in the weeds with them: understanding the tickets, knowing the common issues, jumping in when needed, and constantly looking for ways to improve. The best person for this role has been a CX agent themselves, has led a CX team, and has strong opinions about what great customer experience looks like and how to build it.

The goal is simple but ambitious: make every customer who interacts with one of our brands feel genuinely taken care of.

Key Responsibilities:

• Own and optimize our customer support function across email (Gorgias), SMS, and phone for all three brands
• Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
• Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
• Build and refine processes that make the team faster, more consistent, and more effective
• Be willing to jump into tickets yourself when needed, staying close to the customer and the day-to-day realities of the team
• Ensure our support experience is excellent across every channel: email, text, and phone
• Think creatively about how each channel should work differently and how to make each one feel personal and on-brand
• Identify gaps and opportunities across channels and act on them
• Oversee and help shape the Facebook communities for each of our brands, ensuring they're active, positive, and reflective of each brand's identity
• Think about how community and support intersect, and look for ways to turn satisfied customers into brand advocates
• Bring ideas for how we can deepen customer relationships beyond just resolving issues
• Work closely with Brand Managers across Pathfinder's portfolio to stay aligned on brand voice, product issues, and customer sentiment
• Surface insights from customer interactions that can inform product, marketing, and operations decisions

Requirements

• Proven experience as a CX agent and then as a CX team lead or manager

• Fluent in English, written and spoken, with the confidence to handle phone calls when needed

• Strong track record of tracking and improving CX metrics across a team
• Experience across multiple support channels: email, SMS, and phone
• Familiarity with Gorgias or similar helpdesk platforms
• Creative, empathetic, and genuinely passionate about customer experience
• Highly organized and comfortable managing a remote team
• Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives

Nice to Have

• Experience in beauty, skincare, wellness, or supplements
• Familiarity with Shopify or order management systems
• Experience supporting international customers

Benefits

• Full-time

• Competitive Salary
• Work From Anywhere