Customer Support for DTC Company (US-Based, Remote)

Paired

Mexico Remote permanent

Posted: April 24, 2026

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Quick Summary

The Customer Support Specialist will be responsible for providing exceptional customer service to our DTC clients in Mexico, handling inquiries, creating SOPs, and recommending improvements to our existing processes.

Required Skills

Gorgias Shopify Communication Skills Multitasking Empathy SOP Creation Phone Support Lead Experience DTC Experience

Job Description

Paired is a global staffing and recruiting agency that pairs 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 is looking for a full-time Customer Support Specialist with experience in DTC (Direct-to-Consumer) brands.

Key Responsibilities:

• Handle phone, email, and chat support inquiries
• Create, document, and optimize SOPs for customer support processes
• Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
• Ensure timely, empathetic, and high-quality responses to customers
• Multitask effectively while maintaining attention to detail
• Work closely with cross-functional teams to improve customer experience

Requirements:
• Proven experience in a DTC company
• Strong proficiency with Gorgias and Shopify
• Excellent written and verbal communication skills
• Ability to multitask and provide timely, empathetic support
• Must be willing to work Monday to Friday, 9 AM to 6 PM EST
• Must have experience in a lead role
• Hands-on experience handling phone support
• Experience creating SOPs

Benefits:
• Full-time

• Competitive Salary in USD
• Work From Anywhere

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