CX Specialist (Temp)

About Golden Child

Golden Child is redefining pet nutrition through an uncompromising focus on health, quality, and culinary craftsmanship. A Miami-based startup, we've built a founding team of board-certified veterinary nutritionists, supply chain experts, and classically trained chefs to engineer a food system held to human-grade standards. Golden Child offers Our chef-crafted, science-backed Mains and functional Drizzles that are designed to support lifelong health. Because feeding your dog should be an expression of love, care, and taste.

https://mygoldenchild.com/

About the Role

The Temporary CX Specialist will keep our concierge-level customer experience running smoothly through the holiday season. This position reports directly to the Head of Customer Experience (CX). You will be the human in the loop for our AI support agent, own the conversations that need extra care, and make sure every customer gets a fast, warm, and accurate answer that reflects the Golden Child brand.

This is a hands-on, individual contributor role. It does not include managing people, setting strategy, or owning vendor relationships. The focus is quality, speed, and good judgment in the queue.

Duration: Temporary, mid-November 2026 to mid-January 2027, with potential for extension based on business needs and performance.

Key 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.

Experience and Competencies

• 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.

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.

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