Freelance Customer Service Representative, Paired
You'll be paid £14-16 resp. €16-19 per hour
The #1 app to help couples stay in love
Open for applications
The #1 app to help couples stay in love
21-100 employees
Open for applications
You'll be paid £14-16 resp. €16-19 per hour
21-100 employees
Company mission
At Paired, we’re on a mission to help couples stay in love. After the rush of falling in love fades and partners enter the more committed stage, even the most loving couples will inevitably hit challenges. So we created a fun, safe space for couples who are already in love to explore their relationship, get to know one another in new ways, and ultimately grow together.
Role
Who you are
- Previous experience in a customer support or tech startup role is required
- Fluency in German and English
- Friendly and excellent written skills, including impeccable spelling and grammar on native level
- Comfortable with technology, at ease with iOS/Android and mobile apps in general
- Ability to read between the lines of customer communication and finding appropriate solutions
- Passionate about our mission to expand the reach of relationship care to more people
- Experience with tools like Intercom or Zendesk is a plus
- You are a resident of the UK, Spain or Germany, legally entitled to work as a freelancer, and comfortable with remote work
What the job involves
- As a freelancer, you’ll work entirely remotely and report to our Customer Service Lead
- You'll work approximately 10-15 hours per week. After a training phase with our team, your working hours will mostly be in the evenings and during weekends
- You'll be paid £14-16 resp. €16-19 per hour
- We’re looking for a tech-savvy and empathetic problem solver to join our team and help us deliver an excellent quality of support to our users in German- and English-speaking countries
- Supported by an experienced team, you will be the primary point of contact for Paired users in English-speaking regions, testing and escalating issues to the Tech or Product teams wherever necessary and championing user feedback
- Provide friendly, empathetic and efficient customer support via email and review sites (Apple App Store, Google Play Store)
- Report any concerns or patterns noticed while handling customer queries
- Help resolve the most complex of customer problems by troubleshooting, investigating and escalating issues to the Tech team
- Ensure our users feel heard and cared for
Application process
- Call our Customer Service Lead Andréa
- Showcase your CS skills by completing a task; writing an example response to a customer request
- Call with our Customer Service Lead Andréa
- Offer
Our take
With 1 in 4 couple relationships being ‘distressed’ and the vast majority of these distressed couples not getting support (either because it’s taboo, unaffordable, or inconvenient) Paired brings relationship support to all couples via a fun, expert, and affordable mobile app. Paired is different to traditional couples therapy as it targets the full spectrum of couples who want help building intimacy, resolving conflict and improving communication.
Paired works with expert relationship academics and therapists. The company combines tips from these experts with fun daily questions, games and quizzes that partners answer together. It prompts partners to take the small, positive steps needed by couples to improve their relationship each day.
The founding team has a deep expertise in building top-grossing mobile apps such as Memrise and Peak, which should give them an edge in creating a widely adopted user-friendly app. An app targeted towards existing relationships stands out as an innovative concept compared to the numerous dating apps already on the market.
Paired is growing rapidly, recently passing more than 250,000 daily active users. Alongside this, it tripled its team size in 2022 and has won plaudits for its app, including the 2020 Google Play Award in the Personal Growth category and the Apple Store's App of the Day in January 2023.
Freddie
Company Specialist at Welcome to the Jungle
Company
Employee endorsements
Nice people
"At Paired I have the great opportunity to work with a bunch of people you can really learn a lot from! It's a super easy-going environment with lots..."
Funding (2 rounds)
May 2021
$3.6m
SEED
Oct 2020
$1m
ANGEL
Total funding: $4.6m
Company benefits
- 25 days annual leave (+public holidays)
- £1,000 / €1,150 learning budget each year
- Fully remote work setup from the UK or Spain
- Subsidised co-working space
- 3x company meetups every year (e.g. in Malaga, Florence, Lisbon...)
- Comprehensive health insurance
- Three months paid maternity leave, one months paid paternity leave inclusive same-sex and adoptive parents
- Significant stock options
- Mac laptop provided by us
- Opportunity to help millions of people with their relationship
Company values
- Start with outcomes: We focus on outcomes rather than outputs. We ensure our motivations for doing things are clear
- Make it fun: We make our work together enjoyable and friendly. We also infuse fun into what we put out into the world
- Place bets: We are experimental and take calculated risks. We don’t stop testing and learning
- Aim for 80/20: We make trade-offs so we can do more with less. We figure things out and are inventive
- Champion relationships: We are accessible to all cultures, sexual orientations, and ethnicities. We are kind to each other and to our users
Company HQ
Westminster, London, UK
Articles
Leadership
Kevin Shanahan
(CEO)Background in Product Development.
Diego López
(CTO)Expertise in Software Engineering, Mobile Applications in particular.
People progressing
Jess impressed us with her knowledge and commitment. Starting as an individual contributor in March '22, she became a Lead in July '22 and Head of Performance Marketing in October '23.
Jenny started as Content Lead in August '20 and became an invaluable team member thanks to her positive attitude, expertise and dedication. In July '22, she deservedly became our Head of Content.
Diversity, Equity & Inclusion at Paired
Eileen Merx (Head of People)
- We are always learning. We maintain open minds and welcome feedback on how we can improve, no matter where it comes from
- Our core value is championing relationships. Our app was built to serve all couples regardless of culture, gender, sexual orientation, and ethnicity
- We strive to create an inclusive environment where unique perspectives are encouraged, as we firmly believe that diversity enhances our company, culture, and product. We’re looking for people from a range of different backgrounds across age, disability, gender and gender re-assignment, relationship status, sexual orientation, parenthood and pregnancy, race or nationality, and/or religion or belief
- Our current team of >30 comprises a variety of nationalities across multiple geographic and cultural backgrounds
- We regularly review our hiring processes and materials to ensure they are accessible and free of biased language, and our pipeline to check that we are actually providing opportunities to underrepresented groups
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