Job Openings Implementation & CX Automation Specialist (Gorgias Experience)

About the job Implementation & CX Automation Specialist (Gorgias Experience)

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. We support fast-growing e-commerce brands by helping them scale efficiently through high-quality back-office, order management, and customer support services.

Who Were Looking For

We are looking for a Gorgias Implementation & CX Automation Strategist that will help us design, deploy, and optimize intelligent customer-support ecosystems that blend AI automation with human-centred service excellence. You act as the operational architect behind multi-brand Gorgias environments, building scalable automations, AI guidance libraries, tone frameworks, escalation logic, and performance QA systems across e-commerce and service brands.

Your mission is to transform fragmented customer support into a data-driven, self-improving operation where Gorgias AI Agents, macros, and rules deliver fast, accurate, and brand-safe resolutions without losing the human touch.


What Youll Do

1. Gorgias System Design & Implementation

  • Lead full-cycle Gorgias implementations across multiple brands, from discovery to deployment.
  • Configure ticket routing, tagging, automations, and escalation rules aligned with each brands CX policies and workflows.
  • Build and test AI Agent Guidance Libraries structured by WhenIfThen logic to ensure clarity, compliance, and brand tone consistency.
  • Develop Gorgias Rules for intelligent ticket classification, auto-resolution, escalation, and prioritization.
  • Integrate Gorgias with external platforms (Shopify, Klaviyo, Recharge, Loop, ShipBob, Slack, etc.) to streamline data flow and automate repetitive tasks.

2. AI Guidance Architecture & Brand Voice Curation

  • Create detailed AI and macro guidance per brand covering orders, returns, refunds, subscriptions, product info, policies, and special requests.
  • Define AI Actions and AI Rules per scenario (e.g., close, escalate, request info) to minimize errors and hallucinations.
  • Build tone-of-voice frameworks ensuring each AI persona speaks naturally and on-brand.
  • Maintain strict compliance guidelines and escalation boundaries to protect brand trust and reduce legal/reputational risk

3. QA, Training, and Continuous Optimization

  • Build Auto-QA systems in Gorgias or Sheets to evaluate AI performance, tone, and accuracy.
  • Develop calibration dashboards and reporting sheets to track FRT, CSAT, and self-serve rates.
  • Conduct agent and AI audits to detect root causes of missed guidance, tone mismatches, or automation errors.
  • Train human agents on interpreting and complementing AI behavior, ensuring seamless hybrid support coverage.

4. Automation & Data Integration

  • Develop scripts, formulas, and workflows (Google Apps Script, Zapier, Make, or Slack Workflows) to automate reporting, tagging, and alerting.
  • Implement dynamic feedback loops that auto-update Gorgias libraries or Sheets trackers based on ticket outcomes.
  • Build multi-brand macros and reusable templates for order management, policy responses, and scenario-based actions.

5. CX Strategy & Governance

  • Translate CX strategy into scalable Gorgias frameworkslinking brand tone, operational policy, and automation logic.
  • Collaborate cross-functionally with Ops, Fulfillment, and Product teams to maintain up-to-date policies, workflows, and customer comms.
  • Define best practices for AI reliability, hallucination prevention, and escalation confidence thresholds.
  • Present performance reports and optimization roadmaps to stakeholders or clients.

Core Competencies

  • Gorgias Admin & AI Agent Expertise (guidance, macros, rules, tagging, reporting)

  • Automation & Systems Thinking (Google Apps Script, API integrations)

  • CX Policy Development & Documentation

  • AI Tone, Voice & Compliance Design

  • Performance QA & Data Analytics (FRT, CSAT, self-serve, escalation rate)

  • Cross-Brand Management & Scalability

  • Copywriting for AI & Human Support Alignment

  • Excellent written and verbal skills

Preferred Background

  • 2 years of experience in Customer Experience Operations, Automation Strategy, or AI Implementation
  • Proven success deploying or scaling Gorgias (or similar CX automation platforms) across multi-brand environments
  • Strong command of structured logic (e.g., WhenIfThen systems, tagging frameworks, escalation trees)
  • Advanced Google Sheets / App Script / Workflow automation proficiency

  • Exceptional attention to tone, compliance, and data accuracy

Impact Metrics (Sample)

  • 4060% self-serve resolution rate through AI automations

  • 30% reduction in FRT via macro and rule optimization

  • 20% improvement in CSAT from tone and escalation re-design

  • 95% AI accuracy rate across top-tier inquiries after iterative QA cycles


Technical Requirements

  • High-speed internet (minimum 20 Mbps or fiber connection)
  • Reliable computer with internet and power backup
  • Noise-canceling headset

Contract Type & Expectations

  • Independent Contractor
  • Full-Time
  • Rate: $5.46 per hour plus monthly Retention and Attendance Bonus
  • Working Hours: Typically U.S. business hours (EST or PST)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.