Technical Customer Experience & Shopify Integration Specialist

Company Overview:

Our client is a growing ecommerce apparel brand dedicated to providing high-quality, off-the-clock apparel specifically designed for high voltage and blue-collar workers. Our client’s mission is to bring awareness to the value of trade jobs, inspire others to join the trades, and build a community where high voltage workers can share their experiences and showcase their pride. With a strong social media presence and a loyal following of over 600,000 followers across Instagram and Facebook, they’re passionate about connecting with our audience through engaging content and products that resonate with their lifestyle. As an apparel brand, they’re focused on delivering exceptional customer experiences through smart tech integrations. They’re embracing AI across the business, and customer service is a core area of focus. They’re looking for a technically skilled, proactive team member who’s excited about using tools like Gorgias, Shopify, and other integrations to improve and automate the customer journey. They’re driven by a commitment to growth, innovation, quality and community.

Role Overview:
We’re looking for a Technical Customer Experience & Shopify Integration Specialist to lead the charge on setting up and managing our AI-powered customer support systems, handle customer tickets, and ensure our eCommerce tech stack is running efficiently. This role requires strong technical aptitude, hands-on Shopify app experience, and an understanding of AI integrations in customer service. While the focus is primarily technical and support-related, about 15% of the role will involve light social media content scheduling and community monitoring (no content creation required).

Key Responsibilities:

Customer Experience & Tech Stack Management

• Set up, optimize, and manage an AI-powered customer service platform (e.g., Gorgias, Zendesk, Supermoon).
• Build and refine automated responses, macros, SLAs, rules, and AI-generated replies.
• Monitor KPIs such as first response time, resolution rate, and CSAT scores to improve support performance.
• Troubleshoot and coordinate with developers or app support for deeper tech issues.
• Manage integrations between Shopify and key apps (returns, loyalty, subscriptions, reviews, etc.).
• Evaluate and test AI and no-code solutions to streamline customer experience workflows.
• Join product demo calls and help vet the best tools for our evolving needs.
  
  

Shopify Integration & Optimization

• Configure and maintain Shopify apps related to loyalty, subscriptions, reviews, upsells, and more.
• Use tools like Zapier or Make to build workflows that connect different systems efficiently.
• Track and report on the impact of automations and suggest tech stack improvements.
  
  

Social Media Monitoring & Light Scheduling (15%)

• Search and curate UGC content on Instagram, TikTok, Facebook, and YouTube that aligns with our brand.
• Schedule and publish content (primarily reposting UGC) on social platforms.

Monitor comments and DMs for customer support-related issues and escalate as needed.

Technical Aptitude

• Proven experience working with Shopify apps and tech stack (Gorgias, Klaviyo, Re:amaze, Judge.Me, Okendo, Attentive, etc.).
• Experience with API-based integrations, no-code tools (Zapier, Make), and eCommerce automations.
• Familiar with customer service automation tools, especially those leveraging AI or GPT-based solutions.
• Comfortable troubleshooting system issues and working with developers.
  
  

AI Fluency

• Familiarity with AI tools for customer support and ability to train/refine responses.
• Experience or comfort with GPT-powered workflows, AI ticket sorting, and intelligent response building.
  
  

Strategic & Proactive

• Strong sense of ownership with a continuous improvement mindset.
• Capable of evaluating new tools, tracking metrics, and implementing upgrades.
• Able to balance short-term ticket resolution with long-term tech strategy.
  
  

E-commerce & Social Media Awareness

• Experience working in a DTC eCommerce brand or fast-paced startup preferred.
• Basic knowledge of major social media platforms and UGC trends.
• Comfortable with posting, monitoring, and community management (no content creation required).
  
  

Qualifications

• 3+ years in a technical CX, eCommerce operations, or Shopify admin role.
• Strong written and verbal communication skills.
• Self-starter with great problem-solving ability and attention to detail.

Remote work experience is a plus.

• Client Relationship : You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payments : All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you. 
• Vacation Leaves and Holidays : While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard. 

Salary : $1200-$1500/month

Timezone: PST