Temporary CX Specialist (Fully Remote)

Golden Child; United States; Remote; USD 30,000 - 39,000; Full time

Job summary

Golden Child is seeking a remote Customer Support specialist in the United States to handle email and SMS support for a pet nutrition brand. You will review AI-generated responses for accuracy and tone, and own escalations on delivery, billing, and subscription issues.

Ideal candidates have 3+ years in e-commerce support, hands-on experience with Gorgias, Shopify, and AI tools like Yuma.ai, and excel at clear written communication while managing time autonomously in a fully remote setup.

Qualifications

• Minimum 3 years of customer support in e-commerce/DTC.
• Hands-on experience with Gorgias, Shopify, and AI support tools like Yuma.ai.
• Exceptional written communication and autonomous time management in a fully remote environment.

Responsibilities

• Monitor and respond to email and SMS in Gorgias with care and empathy.
• Review AI-drafted replies for accuracy, brand tone, and policy alignment before customers see them.
• Own escalations and sensitive tickets, including delivery, billing, and subscription issues.

Skills

Excellent written communication

Autonomous time management

Customer empathy

Tools

Gorgias

Shopify

Yuma.ai

Job description

• Monitor and respond to email and SMS in Gorgias with care and empathy.
• Review AI-drafted replies for accuracy, brand tone, and policy alignment before customers see them.
• Own escalations and sensitive tickets, including delivery, billing, and subscription issues.

Requirements:

• Minimum 3 years of customer support in e-commerce/DTC, ideally pet, consumables, or beauty.
• Hands-on experience with Gorgias, Shopify, and AI support tools like Yuma.ai.
• Exceptional written communication and autonomous time management in a fully remote environment.

Details:

• Temporary role from mid-November 2026 to mid-January 2027 with potential extension.
• Reports to Head of Customer Experience; focus is quality, speed, and good judgment.

Golden Child is a Miami-based startup redefining pet nutrition with human-grade, chef-crafted food and functional drizzles. We are a small team of veterinary nutritionists, supply chain experts, and chefs committed to quality and culinary craftsmanship.