Remote CX Specialist (Temp) - Pet Nutrition & Support

Diiirect Inc.; Northern (KY); Remote; USD 52,000 - 62,000; Part time

Job summary

Golden Child seeks a Temporary CX Specialist to manage concierge-level customer experience during the holiday season. You will oversee email, chat, and SMS interactions, monitor AI tools, and ensure timely, on-brand responses in a fully remote setup.

You will own escalations, resolve order issues through Shopify and Recharge, and document insights to improve automation and customer care. Strong written communication and empathy are essential.

Qualifications

• 3+ years of customer support experience in ecommerce/DTC.
• Hands-on experience with Gorgias and Shopify.
• Experience with Yuma.ai or similar AI support tool.
• Excellent written communication with a calm, empathetic tone.
• Highly organized, detail-oriented and self-motivated in a remote environment.

Responsibilities

• Monitor email and SMS conversations in Gorgias and respond as needed.
• Review AI-drafted replies for accuracy, brand alignment and policies.
• Correct AI errors, take over conversations, and flag recurring issues to the Head of CX.
• Log gaps in AI knowledge to improve automation.
• Own escalations including delivery issues, damaged/missing boxes, billing and subscription questions.

Skills

Gorgias

Shopify

Yuma.ai

Customer support

Written communication

Tools

Yuma.ai

Job description

Golden Child seeks a Temporary CX Specialist to manage concierge-level customer experience during the holiday season. You will oversee email, chat, and SMS interactions, monitor AI tools, and ensure timely, on-brand responses in a fully remote setup.

You will own escalations, resolve order issues through Shopify and Recharge, and document insights to improve automation and customer care. Strong written communication and empathy are essential.