Full-Time Customer Service Specialist

Paired is a global staffing and recruiting agency specializing in connecting remote work with top-tier talent. We aim to provide great jobs to talented people, no matter where they are located.

We're seeking a Customer Service Specialist to provide exceptional support and engagement across social platforms, ensuring a positive experience for our community.

1. Interaction Management: Monitor and respond to customer inquiries, comments, and feedback on Instagram and Facebook using Gorgias.
2. Response Time & Urgency: Maintain a fast response time, acknowledging different SLAs for social media and email.
3. Escalations: Identify and escalate complex issues to management and internal teams.
4. Tone & Communication Style: Craft conversational, concise, and brand-aligned responses, engaging publicly or privately (via DM) as appropriate.
5. Macro Development: Create response templates aligned with brand voice for consistency.
6. Trend Monitoring: Manage public responses during significant social trends to support crisis communication.
7. Workflow Creation: Contribute to developing guide articles, macros, and escalation workflows.
8. Team Support: Mentor specialists, share best practices, and maintain consistency in tone and service quality.

Requirements:

• Experience using Gorgias for customer interaction management.
• Prior customer service or social media support experience (eCommerce or DTC preferred).
• Strong communication skills to maintain a brand-aligned tone.
• Ability to handle multiple interactions in an agile and accountable manner.
• Availability during PST working hours is preferred.

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