CX Specialist

Who we are

Morsegrid fixes what breaks when an ecommerce brand grows. We find the cause in a brand's own Shopify, helpdesk and ERP data first, then build the fix and train the team to run it.

We are a small, senior-led team with people in the USA, Bangladesh, Ireland and New Zealand. Trainees learn on real client systems next to senior people. We care about craft, plain communication and work that keeps running after we hand it over.

About the role

We're hiring a CX Specialist to support one of our automotive parts clients, a long-established remanufacturer of instrument clusters, radios, and HVAC units.

This is a hybrid seat: part customer support, part sales. You will help existing customers get their order right, and close sales with callers who wanted to buy but never finished.

What you'll achieve

• Work the chase list. Work a daily chase list of callers who wanted to buy but never placed the order: call back, resolve what stopped them, and close the sale.
• Answer inbound calls. Answer inbound calls, especially the busiest and least-covered hour of the day.
• Quote parts. Quote parts by vehicle (year, make, model, VIN when needed) using established pricing and fitment rules.
• Build orders. Build and send the order once a customer confirms.
• Log every call. Log every call outcome in the shared tracking system so the next rep has full context.
• Handle basic support. Handle basic support: order status, shipping, and core returns using our internal lookup tools.
• Follow written SOPs. Follow written SOPs for pricing, warranty, and escalation.

Skills you'll need to bring

• Real phone sales or call center experience, ideally consumer-facing.
• No automotive background is required: full onboarding covers the parts and repair process from the ground up.
• You're comfortable working from SOPs and logging structured notes.
• You have reliable internet and a quiet space during your shift.
• You have clear spoken English and are comfortable on US customer calls.
• You stay calm and accurate on a recorded, customer-facing line.

Nice to haves

• Auto parts, accessories, or technical-product sales experience.
• Experience working a "recover the lead" list rather than pure cold calling.

Benefits

• Base pay plus a per-order performance component
• Managed, trained, and QA'd as part of a dedicated pod
• Full onboarding and a written SOP library for pricing, warranty, and escalation
• Remote, covering US Pacific business hours

How to apply

This shift covers US Pacific business hours, which lands late night to early morning in Dhaka. Confirm you're able to work those hours before applying.

A note on AI

You don't need deep AI expertise for every role, but we do expect everyone here to be curious and to use AI as a real collaborator in their work. When AI fluency is a core requirement, the role says so in the skills list. People who do well here use AI to think better and check its work before it ships.

Equal opportunity

We hire people from a wide range of backgrounds. If you're excited about this role but don't meet every point, we still encourage you to apply. Morsegrid does not discriminate on the basis of any legally protected characteristic. If you need an adjustment during the application process, tell us and we will make it.