CX Specialist

About the role

The Temporary CX Specialist will manage concierge-level customer support during the holiday season. This role involves monitoring AI support agents, handling sensitive customer inquiries, and ensuring all communications reflect the brand's standards. You will work as an individual contributor to maintain high-quality service across email, chat, and SMS channels.

Responsibilities

• Monitor and review AI-drafted replies in Gorgias to ensure accuracy and brand alignment.
• Manage escalations and sensitive tickets including delivery issues, billing, and subscription inquiries.
• Resolve customer issues within Shopify and Recharge platforms.
• Route complex inquiries, such as pet health questions, to appropriate team members.
• Document ticket resolutions and provide end-of-week summaries on volume and AI performance.

Required skills

• Customer support
• E-commerce
• DTC
• Gorgias
• Shopify
• AI support tools
• Written communication
• Time management

Nice to have

• Yuma.ai

Qualifications

• 3 years of experience in customer support or client service within e-commerce/DTC

About the Company

Golden Child is a Miami-based startup redefining pet nutrition through an uncompromising focus on health, quality, and culinary craftsmanship. The company utilizes a team of veterinary nutritionists and chefs to engineer food systems held to human-grade standards.