Customer Experience (CX) Associate

4 hours, 10 minutes ago
Full-time
Junior
Customer and Technical Support
PetLab Co.

PetLab Co.

PetLab Co. specializes in formulating premium dog dental products, probiotics, and allergy support solutions, designed by veterinarians and nutritionists to promote oral health and overall well-being in pets.

Food Products
51-250
Founded 2018

Description

  • Handle frontline customer support primarily across social channels by diagnosing problems, explaining next steps, and helping customers move forward confidently.
  • Monitor and respond to customer feedback across multiple review platforms.
  • Address customer concerns and work to resolve issues in a thoughtful, empathetic way.
  • Track customer trends and identify opportunities to improve the experience.
  • Craft responses that reflect the company’s commitment to care and transparency.
  • Take ownership of issues and guide customers to the right outcome.
  • Participate in team projects, continuous improvement efforts, and goal-setting initiatives.
  • Join weekly check-ins with the team lead focused on performance, learning, and growth.

Requirements

  • 1-3 years of relevant work experience.
  • Strong problem-solving skills and the ability to make thoughtful decisions in real time.
  • Clear, confident communication, especially when explaining solutions or setting expectations.
  • Comfort using helpdesk or ticketing software.
  • Working knowledge of Microsoft 365 is preferred.
  • Experience working in a direct-to-consumer (DtC) environment is preferred.
  • Ability to learn quickly and adapt easily in a fast-paced environment.
  • Comfort facing new or unfamiliar problems and figuring things out.
  • Ability to work independently, ask clarifying questions when needed, and manage time well.
  • Commitment to doing good work and being someone others can depend on.

Benefits

  • $18.00/hour compensation plus bonus.
  • 20 days of PTO plus company holidays.
  • Medical, vision, and dental insurance.
  • Short-term and long-term disability insurance.
  • Life insurance.
  • 401(k) retirement plan.
  • Remote work.
  • Monthly internet stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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