CX Operations Analyst (AI)

Location: Remote

Salary: $62,000–$78,000 annually plus bonus

Company

hirify.global is a consumer health beverage company creating functional soda with more fiber and less sugar.

What you will do

• Manage cross-functional CX initiatives connected to product launches and market expansion.
• Own configuration, maintenance, and evolution of CX tools, including Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo.
• Coordinate B2B and DTC order management, fulfillment, 3PL relationships, Amazon, retail.com partners, TikTok Shop, and internal supply chain stakeholders.
• Manage payment operations, fraud detection, chargeback resolution, scam and impersonator reporting, and customer communications.
• Improve website customer journeys, subscription experiences, contact pages, and AI-powered customer service automation.
• Contribute to Voice of Customer reporting by analyzing helpdesk and review-platform data and presenting actionable insights.

Requirements

• 5–8 years of experience in customer experience, ecommerce operations, or a related operational function, ideally in a DTC and CPG environment.
• Hands-on experience with a helpdesk platform, ERP system, ecommerce platform, and 3PL relationship management; Gorgias, NetSuite, and Shopify experience are strongly preferred.
• Experience building, implementing, or managing conversational customer service automation, ticket automation, workflow rules, or AI-assisted tooling.
• Experience leading or supporting cross-functional projects with competing deadlines and multiple stakeholders.
• Working knowledge of ecommerce fraud and chargeback processes, excellent written communication, and the ability to move between strategy and hands-on execution.

Nice to have

• Experience supporting large-scale cross-functional operational rollouts.
• Experience partnering directly with supply chain or fulfillment functions.
• Experience working with helpdesk data, conversational AI tools, Shopify, or NetSuite.

Culture & Benefits

• Fully remote work with intentional connection across time zones.
• Collaborative cross-functional work, IRL offsites, and an emphasis on trust and transparency.
• Feedback-rich environment focused on thoughtful debate, curiosity, and continuous growth.
• Values include mission connectivity, ownership, adaptability, courageous humility, and human health.
• Reasonable accommodations are available during the application and employment process.