Description review
CX Specialist (Temp)
Atomic · USA · back to the listing
HR standards
64/100
needs work
Title ↔ description
77/100
solid
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Analista de Customer Service, Delivery Station Customer Support Amazon.com
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- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
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What the listing never says
- 17 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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. 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.
https://mygoldenchild.com/
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.
•
Correct AI errors before they reach customers, take over conversations the AI hands off, and flag recurring issues to the Head of CX.
•
Log gaps in AI knowledge or guidance so we can improve our automation after the holiday season.
•
Own escalations and sensitive tickets, including delivery issues, damaged or missing boxes, billing and subscription questions, and unhappy customers.
•
Respond to and resolve customer inquiries in Gorgias with care and empathy across email, chat, and SMS.
•
Resolve issues in Shopify and Recharge (order lookups, replacements, refunds, and subscription changes) within established guidelines.
•
Route anything outside your scope, including pet health questions, to the right person quickly.
•
Follow standard processes so requests are resolved thoroughly and documented clearly, with accurate ticket tagging.
•
Share a short end-of-week summary covering volume, top customer issues, and AI quality observations.
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.
•
Highly organized, detail-oriented, with a consistent customer-first mindset.
•
Available weekdays for full engagement, including the weeks of Thanksgiving, Christmas, and New Year’s.
•
A love for pets and a passion for creating experiences that strengthen the bond between pets and their humans.
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
-----
Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.
Please review our CCPA policies here.
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. 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.
https://mygoldenchild.com/
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.
•
Correct AI errors before they reach customers, take over conversations the AI hands off, and flag recurring issues to the Head of CX.
•
Log gaps in AI knowledge or guidance so we can improve our automation after the holiday season.
•
Own escalations and sensitive tickets, including delivery issues, damaged or missing boxes, billing and subscription questions, and unhappy customers.
•
Respond to and resolve customer inquiries in Gorgias with care and empathy across email, chat, and SMS.
•
Resolve issues in Shopify and Recharge (order lookups, replacements, refunds, and subscription changes) within established guidelines.
•
Route anything outside your scope, including pet health questions, to the right person quickly.
•
Follow standard processes so requests are resolved thoroughly and documented clearly, with accurate ticket tagging.
•
Share a short end-of-week summary covering volume, top customer issues, and AI quality observations.
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.
•
Highly organized, detail-oriented, with a consistent customer-first mindset.
•
Available weekdays for full engagement, including the weeks of Thanksgiving, Christmas, and New Year’s.
•
A love for pets and a passion for creating experiences that strengthen the bond between pets and their humans.
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
-----
Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.
Please review our CCPA policies here.