Senior Remote Customer Support Lead

Paired; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary (USD)

Work From Home

Job summary

Paired is seeking a hands-on Senior Customer Support to lead the day-to-day support function within the Customer Success team. You’ll guide the support staff while engaging directly with customers through tickets, calls, texts, and voicemails to ensure timely, high-quality responses.

You’ll coach teammates, track metrics, and help create processes, training materials, and a knowledge base. You’ll collaborate with Customer Success, Technology, and Refunds teams to resolve issues and improve

Qualifications

• 3+ years in customer support or B2B role.
• Excellent written and spoken English.
• Experience guiding teammates or improving processes.
• Strong judgment with frustrated customers and escalations.
• Organized, detail-oriented, multi-request management.
• Familiar with ticketing platforms, CRMs, and reporting tools (Freshdesk, GoHighLevel).

Responsibilities

• Coordinate incoming support requests and give prompt, helpful answers.
• Handle complex issues and follow to resolution.
• Coach the team on accuracy, empathy, and professionalism.
• Track metrics like response times, resolution rates, CSAT.
• Create processes, training materials, and knowledge base.
• Onboard and train new support team members.
• Collaborate with Customer Success, Technology, and Refunds to resolve issues.
• Identify opportunities to automate and improve workflows.

Skills

Customer support management

Team leadership

Customer service coaching

Written and spoken English

Cross-team collaboration

Tools

Freshdesk

GoHighLevel

Job description

Paired is seeking a hands-on Senior Customer Support to lead the day-to-day support function within the Customer Success team. You’ll guide the support staff while engaging directly with customers through tickets, calls, texts, and voicemails to ensure timely, high-quality responses.

You’ll coach teammates, track metrics, and help create processes, training materials, and a knowledge base. You’ll collaborate with Customer Success, Technology, and Refunds teams to resolve issues and improve