Customer Experience Agent (AI-Powered, Systems-Driven)

Company: NordStick
Location: Remote
Type: Full-Time
Reports to: Founder / Head of Ops

About NordStick

NordStick builds premium performance fitness equipment for serious athletes and home gyms. Our products are engineered, our customers are passionate, and our standards are high.

Customer experience at NordStick is not a ticket-clearing function — it’s a brand touchpoint, revenue protector, and feedback engine.

We’re looking for an elite Customer Experience Agent who combines hospitality-level service, fitness familiarity, and AI + systems thinking to deliver an experience customers remember.

What This Role Is (and Is Not)

This role is not:

Copy-pasting canned replies

Treating CX as a cost center

Waiting for instructions on every ticket

This role is:

Using AI to move faster without losing empathy

Designing systems that reduce repeat issues

Treating every interaction like a hospitality experience

Protecting brand trust and revenue

Core Responsibilities
1. Deliver Hospitality-Level Customer Experience

Respond to customers across email, chat, and social channels with speed, clarity, and empathy

Handle high-impact issues (shipping delays, refunds, damage, chargebacks) calmly and professionally

Make customers feel heard, respected, and confident in NordStick

We value candidates who think like hospitality professionals:
anticipate needs, defuse frustration, and leave customers better than you found them.

2. Use AI as a Force Multiplier

Use AI tools (ChatGPT, Claude, Gorgias AI, etc.) for:

First-draft responses

Ticket summarization

Pattern recognition (repeat issues, objections, confusion points)

Improve prompts, templates, and workflows continuously

Follow the principle: AI drafts ? humans d ----------

3. Build & Improve CX Systems

Create and maintain:

Smart macros and templates

Triage rules (urgent vs non-urgent)

Clear escalation paths

Reduce ticket volume over time by fixing root causes

Improve FAQs, help docs, and workflows proactively

4. Protect Revenue & Retention

Prevent unnecessary refunds, returns, and chargebacks

Spot at-risk or high-intent customers early

Resolve issues before they escalate

5. Turn CX Into Insight

Track and share:

Top customer objections

Product confusion points

Shipping or ops failure patterns

Collaborate with Ops, Marketing, and Product to improve the business based on real customer data

What We’re Looking For
Must-Haves

2+ years in customer experience, support, or guest-facing roles

Strong written communication (clear, calm, human)

Comfortable using AI tools daily (not afraid of prompts, iteration, automation)

Systems mindset — you ask “Why does this keep happening?”

High ownership and accountability

Preferred Background (Very Important)

? Hospitality experience preferred
(hotels, restaurants, concierge, guest services, premium service environments)

Why this matters:

You understand tone, empathy, and de-escalation

You know how to handle frustrated customers gracefully

You don’t sound robotic under pressure

? Fitness experience is a plus
(coaching, gym work, training, personal fitness knowledge)

Why this helps:

You understand how customers use the product

You can speak confidently about training, setup, and expectations

You connect more naturally with our audience

Bonus Points

Shopify experience

Gorgias, Zendesk, Intercom, or similar tools

Experience reducing refunds or chargebacks

Built or improved CX workflows or automation