atomic - CX Specialist (Temp)
Requirements
• 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 http://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. • We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
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.
Benefits
• $25 – $30 per hour • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here
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