Modern Herb Co / The Hemp Collect

Compensation

Full Description

You will personally answer customer support tickets while also guiding, reviewing, and coaching the rest of the team. At the same time, you are expected to continuously improve automations, workflows, and systems so that the team becomes more efficient and customer issues are prevented—not just resolved. If you are looking for a role where you only design systems or only answer tickets, this role is not a fit. This is a hands-on, player-coach role. Customer service, systems/process development expertise required. What Customer Service Expertise We Test for: Issue classification before response Identifying what type of problem this is (order, payment, fulfillment, product, system) before replying. Root cause vs. symptom thinking Solving the underlying issue—not just closing the ticket. Prioritization judgment Knowing which issues are urgent, which can wait, and why. Clear, professional written communication Accurate, concise, correctly toned responses that do not create follow-up questions. Expectation setting Communicating timelines, next steps, and ownership clearly to prevent repeat contacts. De-escalation skills Acknowledging frustration without over-apologizing, blaming systems, or escalating unnecessarily. Process adherence with discretion Following SOPs while knowing when exceptions are appropriate. Escalation discipline Escalating only after investigation, with context and recommended actions. System literacy Understanding how orders, payments, fulfillment, and support tools connect. Consistency over speed Valuing accuracy and resolution quality, not just fast replies. Documentation mindset Recording learnings so issues don’t repeat. How Your Time Is Spent • 60-80% Personally answering tickets and helping manage the daily queue • 20-40% Improving process, including automations, rules, and templates • Using AI and systems thinking to strengthen workflows • Designing and documenting CX processes • Maintaining the knowledge base • Coaching and guiding the support team Ticket volume is expected to decrease over time as automations and processes improve. _______________________________ Core Responsibilities Hands-On Support & Team Guidance (Non-Negotiable) • Actively respond to customer tickets across email, SMS, and other channels • Help prioritize the queue and surface urgent issues • Review tickets handled by the team for quality, accuracy, and tone • Provide direct feedback and guidance to improve judgment and consistency • Step in to handle complex or sensitive cases when needed Gorgias Ownership, Automation & AI • Own Gorgias configuration end-to-end • Continuously improve: • Macros, dynamic templates, and AI-assisted replies • Views, rules, triggers, tags, and routing logic • Ticket prioritization frameworks • Use AI, automation, and system design to: • Reduce repetitive work • Improve response quality • Increase consistency and speed • Keep the Gorgias instance clean, scalable, and documented CX Process Design & Efficiency • Design, document, and improve workflows for: • Order issues (DTC & B2B) • Refunds, replacements, reships, and payment issues • Delays, out-of-stock communication, and proactive customer updates • Identify inefficiencies and bottlenecks in workflows and fix them • Build SOPs that enable agents to solve issues without escalation Knowledge Base Ownership • Build and maintain internal and customer-facing knowledge bases • Ensure content reduces ticket volume and repeat contacts • Regularly audit and update articles • Train the team on proper KB usage and contribution Cross-Functional Coordination • Coordinate with Inventory and Fulfillment across multiple facilities to resolve stock and shipping issues • Work with Production when customer feedback indicates potential product quality issues • Partner with Marketing when CX issues require proactive or corrective customer communication • Collaborate with Accounting to verify payments, resolve refund discrepancies, and troubleshoot billing issues Escalation & Root Cause Analysis • Investigate CX issues fully before escalating • Identify patterns related to: • Product failures • Delivery delays • System or process breakdowns • Escalate issues with: • Clear evidence • Root cause analysis • Recommended solutions Authority & Expectations You are expected to: • Actively improve automations and efficiencies • Use AI and systems knowledge to strengthen workflows • Implement process and Gorgias changes without micromanagement • Escalate thoughtfully with solutions, not just problems Required Experience (Hard Filters) • Hands-on Gorgias ownership (rules, automations, views—not just ticket use) • Experience both answering tickets and guiding others • Strong written communication • Proven ability to improve efficiency through systems or automation • Comfort making independent judgment calls Not a Fit If You: • Don't want to answer tickets • Have never built or optimized process & systems • Are not organized • Do not have customer service expertise • Need step-by-step instructions to operate • Wait to be told to do things What Success Looks Like • You regularly answer tickets and raise the bar for the team • Ticket volume and repeat issues decline over time • Automations and AI meaningfully reduce manual work • CX issues are surfaced early with clear root-cause insights • The support team becomes faster, more consistent, and more autonomous through system improvements • You hold accountability for results by team members and ensure policy adherence and strong KPI's Job Type: Full-time Pay: $29.00 - $35.00 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Employee discount • Health insurance • Paid time off Work Location: Remote