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CX - Gorgias Optimization & Training @ Michael Todd Beauty
Published: September 25, 2025
Job description
Michael Todd Beauty is seeking an experienced Customer Experience (CX) Specialist to support our CX team by fully optimizing our Gorgias helpdesk. We want to make sure we’re not just “using” Gorgias, but leveraging every feature—including AI tools—to deliver faster response times, higher quality replies, and happier customers.
This role will also focus on team training: helping our CX agents respond to tickets in ways that increase customer satisfaction, reduce unnecessary refunds, and actively drive LTV and sales.
Responsibilities:
Audit our current Gorgias setup and clean up rules, automations, macros, and integrations.
Implement best practices for organizing and streamlining workflows.
Configure and optimize Gorgias AI features to improve response time and accuracy.
Develop training resources and coach our CX team on:
How to reply quickly with empathy and professionalism.
Turning support interactions into opportunities to upsell/cross-sell.
Reducing refunds by offering smart alternatives and solutions.
Recommend and implement reporting dashboards to track response times, customer satisfaction, and impact on LTV.
Provide ongoing guidance to ensure our CX processes scale with the business.
Requirements:
Proven experience managing and optimizing Gorgias (or similar CX platforms).
Strong understanding of AI automation features within CX tools.
Experience training and mentoring CX teams.
Background in e-commerce/DTC brands strongly preferred.
Ability to balance customer happiness with revenue retention and growth.
Deliverables:
A fully optimized Gorgias instance with rules, automations, and AI tuned for performance.
Documented SOPs and training materials for our CX team.
Hands-on coaching sessions with agents.
Ongoing recommendations for improving customer satisfaction and increasing LTV.
This role will also focus on team training: helping our CX agents respond to tickets in ways that increase customer satisfaction, reduce unnecessary refunds, and actively drive LTV and sales.
Responsibilities:
Audit our current Gorgias setup and clean up rules, automations, macros, and integrations.
Implement best practices for organizing and streamlining workflows.
Configure and optimize Gorgias AI features to improve response time and accuracy.
Develop training resources and coach our CX team on:
How to reply quickly with empathy and professionalism.
Turning support interactions into opportunities to upsell/cross-sell.
Reducing refunds by offering smart alternatives and solutions.
Recommend and implement reporting dashboards to track response times, customer satisfaction, and impact on LTV.
Provide ongoing guidance to ensure our CX processes scale with the business.
Requirements:
Proven experience managing and optimizing Gorgias (or similar CX platforms).
Strong understanding of AI automation features within CX tools.
Experience training and mentoring CX teams.
Background in e-commerce/DTC brands strongly preferred.
Ability to balance customer happiness with revenue retention and growth.
Deliverables:
A fully optimized Gorgias instance with rules, automations, and AI tuned for performance.
Documented SOPs and training materials for our CX team.
Hands-on coaching sessions with agents.
Ongoing recommendations for improving customer satisfaction and increasing LTV.
Experience Requirements
2+ years working in Customer Experience/Support for e-commerce or DTC brands.
Hands-on experience setting up and managing Gorgias (rules, automations, macros, tagging, SLA policies).
Proven track record of using Gorgias AI features (AI summaries, intent detection, auto-replies, sentiment analysis) to reduce response times and improve ticket quality.
Experience creating SOPs, knowledge bases, and training materials for CX teams.
Background in CX performance metrics: CSAT, first response time, resolution time, and refund rate reduction.
Experience coaching CX teams to turn support interactions into revenue opportunities (upsells, cross-sells, subscription retention).
Familiarity with e-commerce platforms (Shopify preferred) and typical CX integrations (Klaviyo, Stay AI, Loop Returns etc.).
Hands-on experience setting up and managing Gorgias (rules, automations, macros, tagging, SLA policies).
Proven track record of using Gorgias AI features (AI summaries, intent detection, auto-replies, sentiment analysis) to reduce response times and improve ticket quality.
Experience creating SOPs, knowledge bases, and training materials for CX teams.
Background in CX performance metrics: CSAT, first response time, resolution time, and refund rate reduction.
Experience coaching CX teams to turn support interactions into revenue opportunities (upsells, cross-sells, subscription retention).
Familiarity with e-commerce platforms (Shopify preferred) and typical CX integrations (Klaviyo, Stay AI, Loop Returns etc.).
