Customer Experience Lead (Hourly, Part-Time)

Overview

Bodily is on a mission to transform the most commonly misunderstood experiences in women\'s health—postpartum, breastfeeding, pregnancy and pregnancy loss. We make functional, comfortable products backed by research to support people through big physiological transitions. We are looking for a Customer Experience Lead to own how we show up for customers. This is a part-time, hourly role—3-5 hours per day, remote —and you will be the sole point of contact for all customer inquiries, managing ticket resolution, returns, insights, and improvements.

This role requires someone who is experienced, autonomous, and deeply thoughtful about the customer experience. You\'ll use tools like Gorgias, Loop, and Shopify daily and will work cross-functionally to ensure customer feedback is heard and acted on.

Responsibilities

• Own the full customer experience. You\'ll be the first and only person our customers talk to, and your responses will shape how they feel about our brand.
• Respond to customer messages through Gorgias with clear, empathetic, and accurate language.
• Work with our AI assistant in Gorgias, reviewing and resolving tickets it flags for human support.
• Manage returns and exchanges through Loop Returns.
• Troubleshoot order issues in Shopify.
• Use Slack to collaborate with internal teams and escalate when needed.
• Track and surface customer insights. Flag product issues, site bugs, and feedback trends to help us improve.
• Support community management on Instagram, responding to DMs and comments related to orders or customer issues.
• Refine CX systems. Improve macros, workflows, and automations in Gorgias to make our CX faster, better, and more human.

Requirements

• Experience using Gorgias, Shopify, Loop Returns, and Slack.
• Experience with AI agents in Gorgias and know when to step in.
• Experience leading customer experience for a brand—ideally in underwear, maternity, or women\'s health.
• Excellent writing skills with clear, empathetic communication.
• Strong judgment and the ability to know when to follow policy and when a human touch is needed.
• Autonomous and proactive with strong ownership and follow-through.
• Experience working solo in CX or within a lean team is a plus.

Benefits

This is an hourly, part-time role at $18/hour . It does not include traditional benefits but offers meaningful work that supports people through important life experiences. You will be part of a lean, focused team that moves quickly and supports each other.