Head of Customer Support
New
P
PairedDTC eCommerce
MexicoFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- ShopifyCustomer supportZendesk
Requirements
- 5+ years of experience in customer support, CX, or customer operations
- Experience managing remote support teams
- Strong DTC/eCommerce background
- Experience with Shopify
- Experience with support platforms such as Gorgias, Zendesk, or Intercom
- Strong understanding of KPIs, SOPs, and QA systems
- Knowledge of refunds, chargebacks, and shipping-related issues
- Excellent written English
- Strong operational mindset
Responsibilities
- Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog
- Lead, coach, and manage remote customer support agents
- Build SOPs, QA systems, macros, workflows, and knowledge bases
- Improve automation, AI chatbot flows, self-service systems, and support efficiency
- Reduce refunds, chargebacks, and repetitive customer complaints
- Deliver actionable customer insights and weekly CX reports to leadership
- Collaborate with operations, marketing, and product teams to improve customer experience
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