About

Build the backbone of trust for a fast-growing eCommerce brand We’re not just selling shoes we’re building a global ecosystem of repair, resale, and circular fashion. Now we need someone to lead the customer experience layer with precision, empathy, and systems thinking. This role isn’t “support.” It’s brand defense, retention, and trust infrastructure powered by Gorgias, email, and AI. ⸻ 🧠 What You’ll Own: • Inbox command: Gorgias tickets, email flows, and follow-ups handled with speed, clarity, and human warmth. • Macro + rules automation: Build systems inside Gorgias that reduce repetitive work and increase CSAT. • Refund + risk triage: Know when to refund, when to hold, and how to escalate with judgment. • Voice of the brand: Every message reflects the trust and emotional tone of a premium brand. • CX insights: Spot trends, flag systemic issues, and work with ops to fix the root not just the symptom. • (Bonus): If you can deploy or train custom ChatGPT agents to reduce CX load while keeping human quality, you’ll be a hero. ⸻ 💡 You Might Be: • A CX systems builder who’s worked inside a DTC rocketship and knows what elite support looks like. • An ex-agency CX lead who’s run support for multiple eCom brands and knows how to scale fast. • A Shopify/Gorgias-native operator who thrives in the details and is always improving the playbook. • An AI-curious tech talent who’s not afraid of ChatGPT workflows, tagging logic, or automation tools. ⸻ ✅ Requirements: • 2+ years in high-volume eCom CX (Shopify, Gorgias, etc.) • Fluent English (written + emotional fluency) • Obsessed with clarity, follow-through, and trust • Available for fast replies (not waiting 48 hours to respond) • You care. Deeply. ⸻ 🚀 What We Offer: • A brand that’s already scaling — with real customers, press, and traction • Full access to our automation playbooks, AI tools, and SOPs • Remote-first team culture — async, fast, and focused • Clear path to grow into CX Director or own entire ops systems • Competitive pay with performance-based upside ⸻ If you’ve been waiting for a brand that’s going places and actually values customer trust this is your sign. Apply now. We’re moving fast.