Head of Customer Support for DTC Company (US-Based, Remote)

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 are looking for a Head of Customer Support to build and lead a high-performance customer experience operation that improves customer satisfaction, reduces refunds and chargebacks, and turns support into a strategic business advantage.Key Responsibilities:Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlogLead, coach, and manage remote customer support agentsBuild SOPs, QA systems, macros, workflows, and knowledge basesImprove automation, AI chatbot flows, self-service systems, and support efficiencyReduce refunds, chargebacks, and repetitive customer complaintsDeliver actionable customer insights and weekly CX reports to leadershipCollaborate with operations, marketing, and product teams to improve customer experienceRequirements5+ years of experience in customer support, CX, or customer operationsExperience managing remote support teamsStrong DTC/eCommerce backgroundExperience with Shopify and support platforms such as Gorgias, Zendesk, or IntercomStrong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issuesExcellent written English and strong operational mindsetBenefitsFull-timeCompetitive Salary in USDWork From AnywhereOriginally posted on Himalayas