Customer Experience Specialist
Job Summary
To support a smooth concierge-level customer experience during the holiday season, the temporary Customer Experience Specialist will monitor and respond to customer inquiries via email and SMS, manage AI interactions, and resolve escalated issues while working remotely.
Key Responsibilities
- Monitor and respond to customer inquiries in Gorgias, ensuring timely and accurate communication
- Review and correct AI-generated responses to maintain brand alignment and quality
- Handle escalated customer issues, including delivery problems and billing inquiries, with empathy and professionalism
Required Qualifications
- Minimum 3 years of experience in customer support or client service within e-commerce or DTC
- Hands-on experience with Gorgias and Shopify; familiarity with AI support tools is strongly required
- Exceptional written communication skills with a calm and empathetic tone
- Strong self-management and prioritization skills in a fully remote environment
- A passion for pets and enhancing the customer experience
Complete Job Description
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