Seasonal CX Specialist — Remote, E‑commerce Pet Brand

Atomic; United States; Remote; USD 28,000 - 41,000; Full time

Job summary

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

This hands-on role is an individual contributor position, focusing on quality, speed, and good judgment in the queue during mid-November 2026 to mid-January 2027, with potential

Qualifications

• 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.

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.

Skills

Written communication

Self-management

Organization

Empathy

Tools

Gorgias

Shopify

Yuma.ai

Job description

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

This hands-on role is an individual contributor position, focusing on quality, speed, and good judgment in the queue during mid-November 2026 to mid-January 2027, with potential