Customer Service Representative for an eCommerce Company - (US-based/Remote)

Paired; United States; A distancia; USD 42.000 - 60.000; Jornada completa

Descripción de la vacante

Paired is seeking a Customer Service Representative to own the support inbox, answer customer inquiries, and help scale the customer experience for a fast-growing DTC apparel brand in the US.

You will manage order questions, pre-order updates, and build systems to improve efficiency. The role starts in customer service with room to expand into broader operational responsibilities as you take initiative.

Formación

• 2+ years in a customer service role, ideally for a DTC or ecommerce brand.
• Excellent written English with friendly, efficient tone in one sentence.
• High empathy to de-escalate frustrated customers without sounding scripted.
• Reliable and punctual; inbox coverage is essential.
• Familiar with helpdesk software and Shopify and comfortable with data entry.

Responsabilidades

• Reply to customer support tickets with clear, warm, on-brand communication.
• Handle pre-order issues, shipping delays, returns, and store credit requests.
• Create canned responses and SOPs as patterns emerge in the queue.
• Run bi-weekly checks on unfulfilled orders older than 3 days and follow up.
• Support backend tasks: barcode labels, product setup in ecommerce platform, data checks.

Conocimientos

Customer service

Written English

Empathy

Reliability

Helpdesk tools

Data entry

Detail orientation

Herramientas

Gorgias

Zendesk

Freshdesk

Shopify

Descripción del empleo

About the role

A fast-growing DTC apparel brand in the US is looking for a Customer Service Representative to own their support inbox and keep the customer experience sharp as they scale. You will be the first line of contact for their community, handling everything from order questions to pre-order updates, and helping build the systems that make support faster over time.

This starts as a customer service role but has real room to expand into broader operational support for someone who shows initiative.

What you'll do

• Reply to customer support tickets with clear, warm, on-brand written communication
• Manage pre-order issues, shipping delays, returns, and store credit requests
• Build out canned responses and new SOPs as recurring patterns show up in the queue
• Run a twice-weekly check on unfulfilled orders older than 3 days and chase down whatever is holding them up
• Support backend and admin tasks: generating barcode labels for suppliers, creating new products in the ecommerce platform, spreadsheet checks, SKU accuracy, and general data entry
• Flag recurring product or fulfillment issues to the team so they get fixed at the source

What we're looking for

• 2+ years in a customer service role, ideally supporting a direct-to-consumer or ecommerce brand
• Excellent written English. You can be friendly and efficient in the same sentence
• High empathy and EQ. You can de-escalate a frustrated customer without sounding scripted
• Reliable and punctual. The team needs to know the inbox is covered
• Comfortable with helpdesk software (Gorgias, Zendesk, Freshdesk or similar) and Shopify
• Detail-oriented with spreadsheets and data entry
• Genuinely interested in growing into broader operational responsibilities

Nice to have

• Experience with an apparel, sustainability, or lifestyle brand
• Familiarity with inventory or barcode/SKU workflows

Details

• Full-time, 100% remote
• Long-term role with a small, growing team

• Remote Working for US Company
• Exposure to new technology & trend
• Competitive Salary