Customer Experience Lead

KAGED is a rapidly growing performance nutrition company looking to expand our team of fitness-minded individuals. We are seeking an organized individual with strong written and verbal communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
The ideal candidate communicates clearly, solves problems proactively, and thrives independently and as part of a collaborative team at our Costa Mesa headquarters. We value individuals who are adaptable, accountable, and committed to continuous improvement.
This role offers hands‑on experience across customer experience, e-commerce, AI automation, operations, and marketing, with opportunities to contribute ideas, take on new responsibilities, and grow professionally as the company continues to evolve.
Who We Are

KAGED exists for people who take their performance seriously.
We create premium supplements backed by scientific research, meaningful ingredient doses, transparent labels, and high-quality standards. No proprietary blends. No underdosed formulas. No shortcuts.
Our customers value hard work, consistency, and making informed decisions about what they put in their bodies. That's why we focus on creating products they can trust; formulas designed to deliver results and support long‑term performance.
As we continue to grow, we're looking for collaborative, motivated individuals who are excited to learn, contribute, and grow alongside the KAGED team.
Never Stop Evolving.

Our headquarters are located in Costa Mesa, California. This is a full‑time, in‑office position requiring 40 hours per week.
Responsibilities

Communicate with customers through our CRM platform (Gorgias)
Manage, optimize, and continuously improve our AI-powered Gorgias chatbot by reviewing conversations, refining responses, identifying knowledge gaps, and implementing enhancements to improve customer experience and automation performance
Communicate with customers via email, chat, SMS, and phone
Handle customer-to-business (C2B) orders through Stord and Shopify, including order tracking, out-of-stock (OOS) situations, order delays, and international orders
Ensure timely processing and resolution of customer orders and inquiries
Manage and resolve customer inquiries across major retail platforms, including Costco, Amazon, and Target
Answer customer product-related questions and provide accurate product information
Lead and organize customer compliance and support initiatives through Asana
Collaborate on ongoing improvements across e-commerce platforms through Asana projects
Process and manage customer returns using Loop
Manage quality assurance (QA) product testing for new lots and product releases
Assist with office operations, including product retention sample management
Assist in employee event coordination
Collaborate cross-functionally with Operations, Marketing, and other departments on company initiatives
Continuously develop and refine internal processes to streamline operations, enhance quality assurance efforts, and improve the customer experience
Qualifications // Experience

2+ years of experience in a customer service role, with preference given to candidates with e-commerce or retail experience
Strong written and verbal communication skills, with an emphasis on professionalism, clarity, and customer care
Experience with Shopify and other e-commerce platforms is highly preferred
Proficiency with CRM platforms such as Gorgias, Zendesk, or similar tools is a plus
Experience using AI tools such as ChatGPT, Claude, Gemini, or similar platforms for personal, academic, or professional purposes, with the ability to leverage them to improve efficiency, communication, and problem-solving
Ability to quickly learn and adapt to emerging technologies and AI-driven tools
Experience or understanding of Google Calendar, Docs, Sheets, and other Google Workspace applications
Strong grammar, spelling, and written communication skills
Ability to perform basic mathematical calculations
Ability to learn quickly, multitask effectively, and work independently
A Bachelor's degree (completed or in progress) is preferred but not required
Knowledge of the supplement, health and wellness, or e-commerce industry is preferred
Familiarity with Kaged products and brand values is a plus
A positive attitude and solution-oriented mindset
Highly organized with strong attention to detail
Motivated, dependable, and accountable
Comfortable working in a fast-paced e-commerce environment
Ability to work independently while maintaining strong team collaboration
Company-sponsored medical insurance
Optional dental, vision, life, short-term disability, and long-term disability insurance
Company 401(k)
Significant opportunities for career growth and exposure to Customer Experience, E-Commerce, Operations, Marketing, and AI initiatives
$150 per month in complimentary Kaged products and swag
Relaxed and collaborative work environment
Modern office with amenities, including access to an on-site fitness center
Private gym reimbursement program
Supportive and collaborative team culture

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