Paired is a global staffing and recruiting agency that specializes in pairing remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.Our client, a US-based retail company is currently looking for a Customer Service Lead. As a Customer Service Lead, you will be responsible for managing the customer service team and ensuring that our customers receive exceptional support and assistance. This is a remote position, allowing you to work from the comfort of your own home or any location of your choice.**Responsibilities**:- Lead, mentor, and motivate a team of customer service representatives to deliver exceptional service to customers.- Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.- Manage and lead a team of customer service representatives, providing guidance, training, and support.- Ensure that all customer inquiries and concerns are addressed in a timely and professional manner.- Monitor customer service performance metrics and implement strategies to improve efficiency and customer satisfaction.- Collaborate with other departments to resolve customer issues and provide feedback for process improvements.- Maintain a strong knowledge of our products, policies, and procedures to assist customers effectively.- Train new team members on customer service processes, product knowledge, and company policies.**Requirements**:- Prior experience in a customer service leadership role, preferably in a retail or e-commerce environment.- Has experience setting up and managing a customer service system that covers multiple channels (Amazon, Etsy, Shopify & Faire) in different markets.- Is very organized and has experience writing and organizing clear SOPs within customer service.- Has excellent/fluent written and verbal English skills- Is technical and ideally has good experience with Gorgias or similar platforms and can- Able to set up automated macros and rules that will save the business time and money.- Has experience hiring and managing other customer service members, ensuring that tickets are resolved, not only quickly but in a manner where the customer feels amazing afterwards.- Can work with our supply chain team to help them spot quality issues with products and resolve them asap- Can completely take customer service off our hands and only report back at a high level.- Strong leadership and team management skills.- Ability to multi-task and prioritize tasks effectively.- Proficient in using customer service tools and software.- Experience with remote team management is a plus.- Flexible and adaptable to changes in the work environment.- Available to work US hours.**Target/Goals**:- First response within 12 hours (would love to get this to 1 hour over time) with the customer either getting a message to say it's been resolved, there is a clear plan of action or at the very least to let them know they are working on it and there will be a follow-up response within the next hour.- All queries need to be resolved and actioned within 24 hours- Set up efficient and clear rules and systems for others to follow without needing to check what to do; making this scalable regardless of the size we grow to.- Be able to work with Gorgias and set up in a manner that allows us to respond super quickly.- Management across all channels and locations.**Benefits**:- Competitive salary (USD)- Work From Home- Flexible Hours- Global Exposure
