Temporary CX Specialist (AI Support)

Location: Remote - US

Salary: $25–$30 per hour

Company

Golden Child is a Miami-based startup developing chef-crafted, science-backed pet nutrition products with a focus on health, quality, and human-grade standards.

What you will do

• Monitor and respond to customer messages across email, chat, and SMS in Gorgias.
• Review AI-drafted and AI-sent replies for accuracy, brand alignment, and policy compliance.
• Correct AI errors, take over escalated conversations, and report recurring issues to the Head of CX.
• Resolve delivery, damaged or missing package, billing, subscription, refund, and replacement inquiries using Shopify and Recharge.
• Route pet health questions and other out-of-scope requests to the appropriate person.
• Document tickets accurately and provide weekly summaries of volume, customer issues, and AI quality observations.

Requirements

• At least 3 years of customer support or client service experience in e-commerce or DTC.
• Hands-on experience with Gorgias and Shopify; experience with Yuma.ai or a similar AI support tool is strongly required.
• Exceptional written communication with a calm, professional, and empathetic tone.
• Strong prioritization, self-management, organization, and attention to detail in a fully remote environment.
• Availability for full engagement on weekdays, including Thanksgiving, Christmas, and New Year’s weeks.
• Interest in pets and creating better experiences for pet owners.

Nice to have

• Experience in pet, consumables, or beauty e-commerce.

Culture & Benefits

• Temporary engagement from mid-November 2026 through mid-January 2027, with potential extension based on business needs and performance.
• Fully remote work within the United States.
• Individual contributor role focused on quality, speed, judgment, and customer care.
• Inclusive workplace committed to equal employment opportunity.