Owning all aspects of monitoring and responding to email and SMS messages in Gorgias
Monitor AI tooling daily, reviewing AI-drafted and AI-sent replies to ensure accuracy and brand
Correct AI errors before they reach customers, take over conversations AI hands off, and flag
Log gaps in AI knowledge or guidance to improve automation
Own escalations and sensitive tickets including delivery issues, damaged or missing boxes, billing
Respond to and resolve customer inquiries in Gorgias with care and empathy across email, chat, and

🎯 Requirements

Minimum 3 years of demonstrated success in customer support or client service within
Hands-on experience with Gorgias and Shopify
Experience with Yuma.ai or similar AI support tool strongly required
Exceptional written communication skills with calm, professional, empathetic tone
Strong self-management and prioritization skills in a remote environment
Highly organized, detail-oriented, customer-first mindset

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