Paired
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
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
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in Colombia
Colombia, officially the Republic of Colombia, is a country located in South America, with insular regions in North America. Colombia's mainland is bordered by the Caribbean Sea to the north, Venezuela to the east, Brazil to the southeast, Peru and Ecuador to the south and southwest, the Pacific Ocean to the west, and Panama to the northwest. Colombia is divided into 32 departments. The Capital District of Bogotá is the country's largest city hosting the main financial and cultural hub. Other urban areas include Medellín, Cali, Barranquilla, Cartagena, Bucaramanga, Pereira, Santa Marta, Cúcuta
More jobs at Paired
Keep exploring on Get A Job.ai
Not quite the right fit? Your next opportunity is a click away.
- Browse all jobs
- More jobs by category
- Remote jobs you can do from anywhere
- Research typical pay for this role
- Set a job alert so new matches reach you first
- Upload your resume to apply faster
Hiring instead? Post a job and reach candidates searching right now.