CX Specialist (Temp)

Atomic; New York (NY); Remote; USD 30,000 - 47,000; Part time

Job summary

Golden Child is seeking a Temporary CX Specialist to maintain concierge-level customer experience through the holiday season. You’ll be the human in the loop for our AI agent, owning conversations that require extra care and ensuring fast, warm, accurate responses in line with the Golden Child brand.

This is a hands-on, individual contributor role with no people management. Duration: mid-November 2026 to mid-January 2027, with potential extension based on performance.

Qualifications

• 3+ years of demonstrated success in customer support within e-commerce/DTC.
• Hands-on experience with Gorgias and Shopify; experience with Yuma.ai strongly required.
• Excellent written communication with a calm, empathetic tone, especially with frustrated customers.
• Strong self-management in a fully remote environment.
• Available weekdays for full engagement during holidays (Thanksgiving, Christmas, New Year’s).

Responsibilities

• Monitor email and SMS in Gorgias and respond in a timely, on-brand manner.
• Review AI-generated replies for accuracy and alignment with policy and brand tone.
• Take over conversations the AI hands off and escalate when needed to the Head of CX.
• Log gaps in AI knowledge to improve automation after the season.
• Handle escalations including delivery issues, refunds, and subscription questions.
• Resolve inquiries in Gorgias, across email, chat, and SMS with care and empathy.
• Perform order lookups, replacements, refunds, and subscription changes in Shopify and Recharge.
• Route out-of-scope issues to the right person quickly.
• Follow processes to ensure tickets are resolved and documented.

Skills

Customer support excellence

Written communication

Remote collaboration

Tools

Gorgias

Shopify

Yuma.ai

Job description

About Golden Child

Golden Child is redefining pet nutrition through an uncompromising focus on health, quality, and culinary craftsmanship. A Miami-based startup, we've built a founding team of board-certified veterinary nutritionists, supply chain experts, and classically trained chefs to engineer a food system held to human-grade standards. Golden Child offers Our chef-crafted, science-backed Mains and functional Drizzles that are designed to support lifelong health. Because feeding your dog should be an expression of love, care, and taste.

https://mygoldenchild.com/

About the Role

The Temporary CX Specialist will keep our concierge-level customer experience running smoothly through the holiday season. This position reports directly to the Head of Customer Experience (CX). You will be the human in the loop for our AI support agent, own the conversations that need extra care, and make sure every customer gets a fast, warm, and accurate answer that reflects the Golden Child brand.

This is a hands-on, individual contributor role. It does not include managing people, setting strategy, or owning vendor relationships. The focus is quality, speed, and good judgment in the queue.

Duration: Temporary, mid-November 2026 to mid-January 2027, with potential for extension based on business needs and performance.

Key Responsibilities

• Owning all aspects of monitoring and responding to email and SMS messages in Gorgias.

• Monitor our AI tooling daily, reviewing AI-drafted and AI-sent replies to ensure they are accurate, on-brand, and aligned with our policies and brand tone.

• Correct AI errors before they reach customers, take over conversations the AI hands off, and flag recurring issues to the Head of CX.

• Log gaps in AI knowledge or guidance so we can improve our automation after the holiday season.

• Own escalations and sensitive tickets, including delivery issues, damaged or missing boxes, billing and subscription questions, and unhappy customers.

• Respond to and resolve customer inquiries in Gorgias with care and empathy across email, chat, and SMS.

• Resolve issues in Shopify and Recharge (order lookups, replacements, refunds, and subscription changes) within established guidelines.

• Route anything outside your scope, including pet health questions, to the right person quickly.

• Follow standard processes so requests are resolved thoroughly and documented clearly, with accurate ticket tagging.

• Share a short end-of-week summary covering volume, top customer issues, and AI quality observations.
  

Experience and Competencies

• Minimum 3 years of demonstrated success in customer support or client service within e-commerce/DTC, preferably in pet, consumables, or beauty.

• Hands-on experience with Gorgias and Shopify. Experience with Yuma.ai, or a similar AI support tool, is strongly required.

• Exceptional written communication skills, with a calm, professional, and empathetic tone, especially with frustrated customers.

• Strong self-management skills, including prioritization and autonomous time management in a fully remote environment.

• Highly organized, detail-oriented, with a consistent customer-first mindset.

• Available weekdays for full engagement, including the weeks of Thanksgiving, Christmas, and New Year’s.

• A love for pets and a passion for creating experiences that strengthen the bond between pets and their humans.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.

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