Customer Support & CX Manager (Contractor, Part-Time)
Customer Support & CX Manager (Contractor, Part-Time) Hours: ~1–2 hours/day (flexible, spread throughout the day) Location: Global (must respond during U.S. Mountain Time business hours) Type: Contractor, Hourly Platforms: Gorgias (primary), Amazon, Shopify, ClickFunnels, Membership.io ✨ About the Role We’re looking for an experienced Customer Support & CX Manager to fully own our customer support inbox and customer experience. This is not a basic “reply to tickets” role. You’ll be responsible for: • Managing and resolving all customer support tickets • Handling escalated cases with confidence and empathy • Continuously improving our Gorgias setup, including AI agents, automations, and workflows • Protecting our brand voice and customer trust across multiple platforms Most days are light and manageable. Some days (launches, promos) are busier. We’re looking for someone who can flex when needed and take full ownership without hand-holding. ️ What You’ll Be Responsible For Customer Support (Core) • Manage all incoming support tickets in Gorgias • Respond to customers across: • Shopify • Amazon (limited overlap with existing systems) • ClickFunnels • Membership.io • Ensure same business day responses • Maintain an “inbox zero” mindset Escalations & Judgment • Own all customer escalations end-to-end • Resolve issues independently using good judgment • Issue refunds, replacements, or goodwill gestures within an approved soft cap • Escalate to Cathy only when additional context or training is needed Gorgias Ownership & AI Optimization • Improve and refine: • Macros • Rules • Views & routing • Tags & reporting • AI agent training and prompt optimization • Identify patterns and proactively reduce ticket volume through automation • Collaborate with us to continue evolving our support systems Process & Reporting • Help document and improve SOPs over time • Provide a short weekly summary, including: • Inbox health • Notable issues or trends • Recommendations for improvements Who You Are You’re a strong fit if you: • Have hands-on experience with Gorgias (this is required) • Have a background in customer support and customer experience • Are confident handling escalated or emotionally charged cases • Are organized, proactive, and self-directed • Communicate clearly with a warm, friendly tone • Enjoy improving systems — not just operating them • Can work independently without constant oversight ➕ Bonus (Nice to Have) • Experience supporting Amazon + Shopify brands • Familiarity with ClickFunnels or Membership platforms • Experience working with AI-powered support tools • Experience in a CX lead or support owner role ⏰ Hours & Flexibility • ~1 hour/day on average (up to ~2 hours/day on busier days) • Flexible schedule • Must check the inbox multiple times per day (not all at once) • Weekend coverage is optional Growth Opportunity This role can grow into a Customer Experience Lead position over time, with greater ownership of: • Support strategy • Automation • Customer insights • Cross-team feedback loops Compensation • Hourly contractor role • Rate dependent on experience and location • We value expertise and ownership over speed Apply tot his job