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Summary:
Paired is a global staffing and recruiting agency specializing in remote work. They are currently looking for a Customer Service Specialist to provide exceptional support across social media platforms, ensuring a seamless experience for the community. This remote role requires excellent communication skills and the ability to handle customer inquiries efficiently, maintaining the brand’s voice and tone.
Responsibilities:
- Monitor and respond to customer inquiries, comments, and feedback on Instagram and Facebook using Gorgias.
- Maintain a fast response time, recognizing the difference between social media and email SLAs.
- Identify and escalate complex issues, coordinating with management and internal teams for swift resolutions.
- Craft conversational, concise, and brand-aligned responses, knowing when to engage publicly or privately via DM.
- Create response templates that align with the brand voice for consistency.
- Support crisis communication by managing public responses during significant social trends.
- Contribute to developing guide articles, macros, and escalation workflows.
- Mentor specialists, share best practices, and ensure consistency in tone and service quality.
Requirements:
- Experience using Gorgias for customer interaction management.
- Prior experience in customer service or social media support, preferably in a fast-paced eCommerce or DTC environment.
- Strong communication skills with the ability to maintain a brand-aligned tone.
- Ability to work in an agile, accountable manner while handling multiple interactions.
- Availability during PST working hours is preferred.
Benefits:
- Competitive salary.
- Ability to work remotely.
