Customer Support Specialist for a DTC company (US-based/Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting talented individuals with great companies that need their unique skills. Our mission is to provide great jobs to gifted people, regardless of location.

About the Client

Our client is a rapidly scaling direct-to-consumer lifestyle apparel brand built on the mindset of living with intent — we don't just sell gear, we enable a lifestyle: Die on Empty. Our customers are loyal, our drops sell out, and we're building something meaningful.

Here's what makes this role different: we fulfill everything ourselves. No 3PL, no outsourced warehouse — we own the building, the boxes, and every order that leaves the dock. As Cove scales, that operation must evolve just as fast. We're looking for a sharp, execution-driven leader to own the physical side of the business and build the engine that gets us to the next several multiples of scale.

About the Role

We’re looking for a warm, friendly, and highly customer-centric Customer Service Agent to join our team and serve as a key point of contact for customers across multiple support channels.

This is a high-volume customer service role, handling 100+ customer interactions per day across email, live chat, SMS, and social media. The ideal candidate is naturally empathetic and engaging, knows how to connect with customers on their level, and can consistently deliver a positive customer experience while working at a fast pace.

We’re looking for someone who is reliable, consistent, and self-sufficient—a person who can maintain strong attendance and shift adherence, manage a demanding ticket volume, and perform effectively without requiring extensive additional training or supervision.

Note that the schedule is as follows: Wednesday–Sunday (Mondays and Tuesdays off) 11:00 AM–7:30 PM PDT.

Responsibilities

Respond to customer inquiries through:

• Email
• Live chat
• SMS
• Social media comments and DMs

• Manage 100+ customer interactions per day while maintaining quality and professionalism.
• Provide warm, empathetic, and personalized support that reflects the brand's voice.
• Handle customer questions, concerns, complaints, and follow-ups with patience and professionalism.
• Navigate multiple conversations and support channels efficiently.
• Accurately document customer interactions and update relevant information within the support platform.
• Identify recurring customer issues and escalate more complex matters when appropriate.
• Maintain consistent response times and service quality during high-volume periods.
• Follow established customer service processes, policies, and escalation procedures.

Requirements

• Previous customer service experience in a high-volume environment.
• Hands-on experience with Gorgias is required.
• Experience managing 100+ tickets/interactions per day across multiple channels is strongly preferred.
• Experience supporting customers through email, live chat, SMS, and/or social media.
• Excellent written communication skills and strong attention to detail.
• Naturally warm, friendly, empathetic, and customer-focused.
• Ability to communicate professionally while still sounding human and conversational.
• Strong problem-solving skills and good judgment when handling customer issues.
• Highly reliable with strong attendance and schedule adherence.
• Comfortable working independently and maintaining consistent performance without extensive supervision.
• Able to work efficiently in a fast-paced, high-volume environment.
• Willing and able to work Wednesday–Sunday, 11:00 AM–7:30 PM PDT.