Description
Paired is seeking a Head of Customer Support to establish and direct a high-performing customer experience team aimed at boosting customer satisfaction, minimizing refunds and chargebacks, and leveraging support as a strategic asset. The role involves overseeing support performance metrics like CSAT, response times, and resolution rates, leading and coaching remote support staff, developing standardized procedures, quality assurance systems, and workflow automation. Additionally, the Head will focus on reducing refund and chargeback instances, providing actionable customer insights via weekly CX reports to leadership, and collaborating across various internal teams to enhance overall customer experience.
