Why This Role Exists

We are looking for an exceptional Customer Experience Manager, not a traditional customer support representative. This person will own and elevate the entire customer journey, become our in-house Gorgias expert, build scalable systems, and teach our team best practices.

Our Vision for CX

Customer experience should become one of our biggest competitive advantages. Every interaction should reflect a premium family lifestyle brand: warm, thoughtful, proactive, and highly efficient.

Schedule: 9AM to 6PM PST with one hour unpaid break

Key Responsibilities

• Own all customer communication through Gorgias.

• Deliver exceptional email, chat and social support.

• Resolve shipping, order, exchange and return issues.

• Become the internal Gorgias expert (AI Agent, macros, automations, intents, rules, views, reporting, integrations).

• Build SOPs, playbooks, help centre articles and knowledge base.

• Identify recurring customer issues and eliminate them.

• Partner with founders to improve the end-to-end customer journey.

• Track and improve CSAT, first response time, resolution time and automation rate.

Required Experience

• 4+ years supporting Shopify ecommerce brands.

• Deep hands-on expertise with Gorgias.

• Excellent written English.

• Experience building systems, workflows and documentation.

• Comfort using AI tools to improve productivity.

• Strong initiative and ownership mindset.

Nice to Have

• Shopify Plus

• Klaviyo

• Loop Returns

• ShipStation

• Apparel/lifestyle DTC experience

• Experience managing remote CX teams

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.