Senior Customer Support

Paired

. Coordinate incoming support requests and ensure customers receive prompt, helpful answers.

Posted 10/3/2026full-timeRemote • ColombiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and service, with a focus on process improvement, team training, and effective communication. Proficient in using ticketing platforms and CRMs to enhance customer interactions and streamline workflows.

Highest-signal resume keywords

Customer Support ExperienceTeam Training and CoachingProcess ImprovementTicketing Platforms ProficiencyProblem-Solving Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportB2B Customer ServiceProcess ImprovementTraining DevelopmentResponse Time TrackingResolution Rate AnalysisCustomer Satisfaction MeasurementAutomation Implementation

Soft Skills

EmpathyProfessionalismOrganizational SkillsJudgmentDetail-Oriented

Tools & Technologies

FreshdeskGoHighLevelCRM SoftwareReporting Tools

Industry Keywords

Real Estate Experience

About the role

Key responsibilities & impact

Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
Handle complex or sensitive customer issues and follow them through to resolution.
Review support conversations and coach the team on accuracy, empathy, and professionalism.
Track response times, resolution rates, customer satisfaction, and support quality.
Create clear processes, training materials, and knowledge base resources.
Help onboard and train new support team members.
Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
Identify opportunities to use automation and technology to make support more efficient.
Ensure customers receive fast, complete answers and reduce repeat contacts and unnecessary escalations.

Requirements

What you’ll need

3+ years of experience in customer support, customer service, or another B2B customer-facing role.
Excellent written and spoken English.
Experience guiding teammates, training others, or improving support processes.
Strong judgment when handling frustrated customers and escalations.
An organized, detail-oriented approach to managing multiple requests.
Comfort using ticketing platforms, CRMs, and reporting tools; the team uses Freshdesk and GoHighLevel.
A problem-solving mindset and the ability to work across teams.
Experience in real estate is a plus.

Benefits

Comp & perks

Competitive salary (USD)
Work From Home