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Responsibilities:
- Monitor and respond to email and SMS in Gorgias with care and empathy.
- Review AI-drafted replies for accuracy, brand tone, and policy alignment before customers see them.
- Own escalations and sensitive tickets, including delivery, billing, and subscription issues.
Requirements:
- Minimum 3 years of customer support in e-commerce/DTC, ideally pet, consumables, or beauty.
- Hands-on experience with Gorgias, Shopify, and AI support tools like Yuma.ai.
- Exceptional written communication and autonomous time management in a fully remote environment.
Details:
- Temporary role from mid-November 2026 to mid-January 2027 with potential extension.
- Reports to Head of Customer Experience; focus is quality, speed, and good judgment.
Golden Child
Golden Child is a Miami-based startup redefining pet nutrition with human-grade, chef-crafted food and functional drizzles. We are a small team of veterinary nutritionists, supply chain experts, and chefs committed to quality and culinary craftsmanship.