CX Specialist (Temp)

Job Overview

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.

Job Description

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.

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.

Key Responsibilities

• Golden Child offers Our chef-crafted, science-backed Mains and functional Drizzles that are designed to support lifelong health.
• 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.
• Key Responsibilities Owning all aspects of monitoring and responding to email and SMS messages in Gorgias.
• Own escalations and sensitive tickets, including delivery issues, damaged or missing boxes, billing and subscription questions, and unhappy customers.
• 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.
• Experience with Yuma.ai , or a similar AI support tool, is strongly required.
• Strong self-management skills, including prioritization and autonomous time management in a fully remote environment.
• We are focused on building a diverse and inclusive workforce.

Required Skills and Qualifications

• 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).
• Log gaps in AI knowledge or guidance so we can improve our automation after the holiday season.
• 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Contractor.

About the Company

Atomic is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.