Remote Seasonal CX Specialist, Pet Brand & AI Support

Job4Travelers; Newark (NJ); Remote; USD 30.000 - 47.000; Vollzeit

Zusammenfassung

Golden Child, a Miami-based startup redefining pet nutrition, seeks a Temporary CX Specialist to support concierge-level service during the holiday season. You’ll be the human in the loop for our AI agent, handling inquiries with warmth across email, chat, and SMS.

You will monitor AI tooling in Gorgias and Shopify, correct AI errors, escalate sensitive tickets, and ensure on-brand responses. This is a hands-on, individual contributor role focused on quality, speed, and documentation.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Gorgias usage

Shopify experience

Yuma.ai experience

Written communication

Remote work

Tools

Gorgias

Shopify

Yuma.ai

Jobbeschreibung

Golden Child, a Miami-based startup redefining pet nutrition, seeks a Temporary CX Specialist to support concierge-level service during the holiday season. You’ll be the human in the loop for our AI agent, handling inquiries with warmth across email, chat, and SMS.

You will monitor AI tooling in Gorgias and Shopify, correct AI errors, escalate sensitive tickets, and ensure on-brand responses. This is a hands-on, individual contributor role focused on quality, speed, and documentation.