Paired is a global staffing and recruiting agency that connects talented professionals with US-based companies. We help businesses find exceptional remote talent and support candidates throughout the hiring process.
Our client is a US-based company that provides leads to real estate investors and is expanding into home services. The team moves quickly, uses data to make decisions, and takes customer problems seriously.
We’re looking for a hands-on Senior Customer Support to manage the day-to-day support function within the Customer Success team. You’ll guide the support team while also working directly with customers through tickets, calls, texts, and voicemails. You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly.
Requirements
What success looks like
Customers receive fast, complete answers; more issues are resolved without repeat contacts or unnecessary escalations; and the team has clear processes that help it deliver consistently excellent support.
Benefits
Lead day-to-day customer support by guiding the team, resolving complex customer issues, monitoring service quality, and improving support processes, training, and workflows.
Acts as the Customer Service Manager’s second-in-charge, guiding the support team, resolving complex customer issues, coordinating daily operations, and improving service workflows and standards.
Guide members through onboarding and ongoing accounting, tax, and payroll questions, explaining complex topics clearly while delivering attentive support and helping entrepreneurs manage their finances with confidence.
Handle English- and German-language customer inquiries through email and chat, resolving ecommerce and subscription issues with empathetic support, accurate case documentation, and timely coordination.
Resolve complex Windows and Active Directory escalations for enterprise customers, using evidence-based diagnostics and clear executive communication while collaborating with engineering and support teams.
