AI Customer Experience Specialist

Company Overview

Gravity Defyer creates high-quality footwear designed to help people stay active and comfortable. The company continues to evolve its products to meet the needs of a diverse customer base.

About the role

You'll split your time between hands-on support and making support run itself. Half the job is resolving tickets with care; the other half is turning what you learn from those tickets into AI agent guidance, macros, rules and help center articles in Gorgias, and post-purchase flows in Klaviyo.

Your goal is simple: more customers get fast, accurate answers without waiting on a human, and the tickets that do need a person reach the right one quickly.

What you'll do

Support customers

• Resolve tickets across email, chat, SMS and social, with a focus on complex or escalated cases
• Spot repeat questions, friction points and product issues, and report them to the team weekly

Automate support in Gorgias

• Set up and tune the Gorgias AI Agent: write guidance, define handover topics, and review its replies for accuracy and tone
• Build and maintain macros, rules, tags, views and SLA policies so tickets are triaged and routed automatically
• Connect Gorgias to Shopify and other apps so the AI and agents can see orders, process returns and answer "where's my order" without manual lookups
• Keep the help center current, turning top ticket topics into self-service articles

Own CX data and email flows

• Track automation rate, first response time, resolution time and CSAT, and report on trends
• Work with marketing in Klaviyo on post-purchase, shipping-update and win-back flows that prevent tickets before they're sent
• Test new AI and automation features, measure the impact, and roll out what works

What you bring

• [2+] years in customer service or customer experience, ideally at an ecommerce or DTC brand
• Hands-on experience administering a helpdesk (Gorgias strongly preferred; Zendesk, Freshdesk or similar also considered), including macros, rules and views
• Experience setting up or managing an AI support agent or chatbot, and judgment about what it should and shouldn't handle
• Clear, warm writing; you can write a reply, a macro and a help article in the brand's voice
• Comfort with metrics: you can pull a report, find the trend and explain what to change
• A builder's mindset: when you see the same ticket twice, you want to automate it

Nice to have

• Klaviyo experience building flows and segments
• Shopify admin experience (orders, refunds, returns)
• Familiarity with returns and shipping apps such as Loop, AfterShip or Recharge
• Experience with automation tools like Zapier or Make, or with HTTP integrations and APIs
• Prompt-writing experience with AI tools like ChatGPT or Claude

Qualifications

Minimum Bachelors

2+ yrs customer experience

Fluent in English

Team Player and able to lead and work independent

Pay: $18.00 - $25.00 per hour

Expected hours: 40.0 per week

Work Location: Remote