eCommerce Customer Experience Specialist

About the Role At CURiO Brands, we create beautifully designed products and experiences that bring joy, comfort, and connection to everyday life. The eCommerce Customer Experience Specialist supports the Customer Experience (CX) team in overseeing the full customer journey for Thymes, Capri Blue, and Otherland. This role is for a Gorgias and Shopify power-user who can optimize our CX tech stack while delivering exceptional, hands-on customer service that reflects our brands’ warmth, artistry, and attention to detail. You will be an essential part of shaping a premium journey that builds lasting relationships and drives customer loyalty. • **This role is for candidates that reside in CT, FL, GA, IL, KY, MA, MN, MS, NY, OH, TX, WI*** What You’ll Do System Optimization & Operational Excellence • Gorgias Mastery: Manage daily ticket operations and take full ownership of optimizing inbox structure, tagging, rules, and macros to maximize efficiency. • AI & Automation Implementation: Lead the testing and implementation of Gorgias automation flows and AI-assisted replies to reduce manual tasks while strictly preserving a human, brand-appropriate touch. • Shopify & Workflow Integration: Partner with Fulfillment and Operations to streamline workflows for shipping, gifting, returns, and replacements using the Shopify ecosystem. • Data & Analytics: Utilize Gorgias and Business Intelligence (BI) tools to track KPIs like CSAT, NPS, and resolution time, translating these insights into recommendations for site UX and packaging improvements. Deliver Premium, Personalized Service & Support • Concierge-Style Support: Provide high-end service through email, chat, and phone, including personalized gifting guidance and fragrance recommendations. • End-to-End Resolution: Accurately and efficiently resolve customer inquiries, managing every case from initial contact through final resolution. • Brand Storytelling: Maintain a consistent tone across all communications, ensuring every interaction aligns with the unique brand voice of Thymes, Capri Blue, and Otherland. • Service Standards: Help implement service playbooks, quality assurance (QA) standards, and escalation protocols to maintain excellence. • Customer Delight: Assist in executing "surprise-and-delight" moments, loyalty gestures, and personalized post-purchase touchpoints. As a Curio Team Member • You exemplify CURiO Cornerstones and strive for personal leadership in your role. • You collaborate across teams and maintain a positive, respectful, and cooperative workplace environment. • You take ownership of your professional development by seeking learning opportunities and staying current in your field. • You manage your time effectively and work with others to contribute to team and company goals. • You maintain and protect company proprietary information. • You follow all safety guidelines, report concerns promptly, and maintain a clean, safe, and organized workspace. • You understand that success in your role could include occasional extended work hours as necessary to meet seasonal deadlines and that periodically, you may be asked to perform other duties not included in your role description. What You'll Bring • Deep Technical Experience: 3+ years of hands-on experience in eCommerce support, with demonstrated expertise in Gorgias and Shopify. • Automation Proficiency: Proven ability to build and optimize helpdesk automation, tagging architecture, and AI-driven responses. • Communication & Empathy: Strong verbal and written communication skills with a highly empathetic and organized approach to problem-solving. • Analytical Mindset: A clear understanding of customer experience KPIs and how to use data to uncover root causes of issues. Additional Information • Travel Requirement: up to 5% • Work Environment: General office or home office environment • Physical Requirements: Occasionally required to lift and/or move items weighing 10 – 15 pounds. • When in a facility, occasional exposure to dusty and fragrant conditions Health & Welfare Benefits Eligibility begins on the first day of the month following 30 days of employment unless noted otherwise: • Medical, Dental, Disability Insurance (cost shared) • Life/ AD&D Insurance (employer paid) • Additional voluntary benefit offerings (employee paid): Vision, Accident, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Voluntary Term Life Insurance, AD&D • 401(k) – After 6 months of employment on next quarterly entry date Equal Opportunity Employer • Curio is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees. Apply tot his job