Senior Customer Support Lead — Remote & Process Coach

Paired; Colombia; À distance; COP 226 581 000 - 323 687 000; Plein temps

Avantages offerts par ce poste

Work From Home

Résumé du poste

Paired is a global staffing and recruiting agency connecting professionals with US-based companies. We are seeking a hands-on Senior Customer Support to run the day-to-day Customer Success support function, guiding the team while engaging customers through tickets, calls, texts, and voicemails.

You will ensure timely responses, high service quality, and thorough issue resolution, build clear processes and training materials, onboard new teammates, and collaborate with Success, Technology, and

Qualifications

• 3+ years of experience in customer support or another B2B customer-facing role.
• Excellent written and spoken English.
• Experience guiding teammates, training others, or improving support processes.
• Strong judgment when handling frustrated customers and escalations.
• An organized, detail-oriented approach to managing multiple requests.
• Comfort using ticketing platforms, CRMs, and reporting tools.
• A problem-solving mindset and the ability to work across teams.
• Experience in real estate is a plus.

Responsabilités

• Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
• Handle complex or sensitive customer issues and follow them through to resolution.
• Review support conversations and coach the team on accuracy, empathy, and professionalism.
• Track response times, resolution rates, customer satisfaction, and support quality.
• Create clear processes, training materials, and knowledge base resources.
• Help onboard and train new support team members.
• Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
• Identify opportunities to use automation and technology to make support more efficient.

Connaissances

Customer support experience

Team coaching

Excellent English

Process improvement

Organized, detail-oriented

Outils

Freshdesk

GoHighLevel

CRM tools

Reporting tools

Description du poste

Paired is a global staffing and recruiting agency connecting professionals with US-based companies. We are seeking a hands-on Senior Customer Support to run the day-to-day Customer Success support function, guiding the team while engaging customers through tickets, calls, texts, and voicemails.

You will ensure timely responses, high service quality, and thorough issue resolution, build clear processes and training materials, onboard new teammates, and collaborate with Success, Technology, and