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CURiO Brands · 2 days ago

eCommerce Customer Experience Specialist

Minneapolis, MN

Full-time

Hybrid

Mid Level

3+ years exp

CURiO Brands creates beautifully designed products and experiences that enhance everyday life. The eCommerce Customer Experience Specialist will support the CX team in optimizing customer interactions and ensuring a premium service experience across various platforms.

Consumer GoodsE-CommerceHome Decor

Responsibilities

Manage daily ticket operations and take full ownership of optimizing inbox structure, tagging, rules, and macros to maximize efficiency

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

Partner with Fulfillment and Operations to streamline workflows for shipping, gifting, returns, and replacements using the Shopify ecosystem

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

Provide high-end service through email, chat, and phone, including personalized gifting guidance and fragrance recommendations

Accurately and efficiently resolve customer inquiries, managing every case from initial contact through final resolution

Maintain a consistent tone across all communications, ensuring every interaction aligns with the unique brand voice of Thymes, Capri Blue, and Otherland

Help implement service playbooks, quality assurance (QA) standards, and escalation protocols to maintain excellence

Assist in executing 'surprise-and-delight' moments, loyalty gestures, and personalized post-purchase touchpoints

Qualification

GorgiasShopifyAutomation ProficiencyCustomer Experience KPIsEmpathyAnalytical MindsetCommunication

Required

3+ years of hands-on experience in eCommerce support, with demonstrated expertise in Gorgias and Shopify

Proven ability to build and optimize helpdesk automation, tagging architecture, and AI-driven responses

Strong verbal and written communication skills with a highly empathetic and organized approach to problem-solving

A clear understanding of customer experience KPIs and how to use data to uncover root causes of issues

Benefits

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