Role overview

Location: Remote (US time zones)

Hours: 9-6pm, M-F with a lunch break

Reports to: Founders

Regular ticket support on Mondays (peak volume day)

Daily review of AI tickets and feedback for GorgiasAI until performance is proven

Who we are

Clinically backed digestive health DTC brand

Enzyme blend shown to break down FODMAPs, the fermentable carbs in garlic, onion, wheat, and beans that trigger bloating, gas, and digestive discomfort for the 1 in 7 adults with IBS

Think Lactaid, but for dozens more trigger foods

Patent-pending formulation backed by peer-reviewed clinical data, with an evidence base that compounds every year

The role

Operator-builder of our customer experience

Own the day-to-day support operation

Manage the Customer Care Coordinator

Primary owner of our AI support agent

Voice of the customer across the business, surfacing patterns from tickets, reviews, and the CX team’s day-to-day

What you’ll do

• Manage the CX team
• Initially manage 1 CX rep, potentially onboard a BPO partner as we scale
• Set expectations, coach, and build a culture rooted in empathy and accountability
• Run QA and calibration for consistent, top-notch service across every ticket
• Own the AI support infrastructure
• Review AI-generated responses for accuracy, tone, and policy compliance
• Identify gaps, write and update guidance rules in the Help Desk, and improve AI performance across all channels
• Maintain the knowledge base
• Keep the help center (single source of truth for customers) accurate, organized, and routinely audited
• Manage internal-only FAQs and macros
• Own the CX tech stack
• Day-to-day ownership of Gorgias, Shopify, Skio (subscription billing), and Trustpilot
• Ensure clean data flows, unbroken workflows, and the right apps and automations in place
• Maintain SOPs
• Author key SOPs and ensure full-team adoption
• Own CX reporting and benchmarks
• Define and maintain SLAs across Response & Resolution times, CSAT, and NPS
• Monitor cancellation save rates, winback success, refund reasons, and qualitative themes
• Handle escalated tickets
• Primary contact for frustrated customers, adverse reactions, edge cases, and anything requiring a nuanced touch
• Be the voice of the customer
• Surface patterns from tickets, reviews, DMs, and the Care team’s work
• Partner with other teams to close the loop between customer feedback and action
• Own the CX-Ops partnership
• Document customer feedback on shipping, delivery times, and international orders
• Surface top logistics pain points, propose solutions, and work with Ops to implement fixes

Who you are

• Experience 4+ years in customer support, with 1-2+ years in a lead or managerial role
• Knows how to coach, give feedback, and hold a high quality bar
• E-commerce or DTC background, ideally subscription-based
• Bonus: health/wellness or adjacent (fitness, beauty, skincare, nutrition, femtech)
• Proactive
• Doesn’t wait to be told something is broken; flags it, proposes a solution, and fixes it
• Technical
• Fluent in Shopify (products, orders, discounts, Flows, subscriptions, apps)
• Experience in a modern helpdesk like Gorgias, Zendesk, or Intercom
• Understands APIs; willing to write (or learn) SQL to find answers
• Systems builder
• Has authored SOPs, built automations, launched retention initiatives, or optimized subscription flows that moved a key metric
• Fluent in CX metrics
• First Response Time, Time to Resolution, First Contact Resolution, CSAT, NPS: knows how to implement, report on, and benchmark each
• Analytical and operationally minded; can read and build dashboards
• AI-forward
• Has worked with AI support tools (chatbots, auto-responders, AI agents) and knows when AI helps vs. when a human is needed
• Uses tools like Claude or ChatGPT day-to-day
• Strong written communicator
• Clear feedback and SOPs, warm email copy, concise communication

Compensation & benefits

Compensation: $80k-100k

Education stipend for professional development

Unlimited/flexible PTO

Free product for you and your loved ones

What we believe

We hire the best and expect a lot, of ourselves and of each other

The standard is high because the work matters, and because a small team of excellent people fully aligned on a meaningful mission can do a lot

You will be trusted, have impact, be empowered, and be expected to deliver

If this energizes you, apply and tell us what you’d do in your first 30 days