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. Has authored SOPs, built automations, launched retention initiatives, or optimized subscription flows that moved a key metric.
Numbers & Facts
Location
New York City, New York (Remote)
Description
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 day