CX Operations Specialist

Company DescriptionBonnie Clyde® is an indie eyewear label that sees life in a bright light, finding beauty and meaning in the old and the new. We combine generational manufacturing experience with contemporary culture and timeless sensibilities, using high-quality materials like biodegradable cotton acetate and titanium.Role DescriptionBonnie Clyde is looking for a part-time CX Operations Specialist to help improve and scale the systems behind our customer experience as the brand continues to grow globally. This role goes beyond traditional customer support. We’re looking for someone who understands ecommerce operations, enjoys building efficient systems, and is excited about AI, automation, and improving the overall customer journey. You’ll work closely with our operations and ecommerce teams to improve workflows across support and post-purchase experience while maintaining a premium brand experience.Part-time positionHybrid schedule (Office located in Downtown Los Angeles)Works closely with operations manager and operations teamCompensation: $26 - $30 per hourResponsibilitiesManage and optimize customer support workflows through GorgiasBuild and improve AI automations, macros, intents, and CX workflowsImprove ticket organization, tagging, routing, and overall support efficiencyAnalyze customer behavior, surveys, support trends, and operational bottlenecksMaintain strong brand tone and communication across customer interactionsAssist with operational CX workflows including returns, exchanges, warranty claims, and shipping issuesCreate scalable SOPs and operational systems to reduce unnecessary back-and-forthQualificationsExperience using Gorgias in an ecommerce environmentExperience building AI workflows and automations for CXStrong understanding of Shopify operationsStrong written communication skills with attention to tone and detailOrganized, analytical, and systems-oriented mindsetAble to work independently and proactively identify improvementsFashion, retail, or DTC brand experience is a plus