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Full-time Cat Concierge (Customer Support Associate)

Smalls

Smalls

Customer Service
Remote · United States
Posted on Wednesday, April 5, 2023

We’re currently seeking experienced customer service agents to join our team as a Full-Time Cat Concierge! As a Cat Concierge, you will be responsible for representing Smalls to prospective and existing customers. This requires a deep understanding of our brand as well as a desire to build relationships and educate our customers about everything Smalls has to offer.

What You'll Do:

  • Act as the primary touchpoint for all of our prospective and existing customers as the voice of the brand. You’ll be answering questions through email, SMS & live chat about our products, helping pet owners adjust to new food, gathering customer feedback through phone calls, and helping turn our hodge-podge of cat lovers into a cohesive community.
  • Proactively identify potential customer needs and introduce them to new or different products to maximize their Smalls experience
  • Work with our tech team to identify user experience issues and communicate solutions with the customer effectively
  • Think creatively about optimizing the customer experience
  • Juggle multiple communication platforms (Email, SMS, Phones & Live chat)
  • Travel 2 - 3 times a year for full company and team-specific retreats

Who You Are:

  • You have impeccable verbal and written communication skills
  • You’re sincere, empathetic, energetic, and adaptable
  • You’re a team player who’s always looking for ways to help out
  • You have availability outside of the standard “9-5” (40 hours a week, including weekends and holidays)
  • You’re looking for a fun position "chatting cat" with a rapidly growing customer base

Huge Plus If:

  • You’re bilingual
  • You have previous experience in customer support at a start-up
  • You’ve worked with any of the following platforms: Zendesk, Kustomer, Shopify, Recharge or Stripe
  • You have a sense of humor and a stash of cat memes

What you'll love about us:

  • Mission-driven Company: highly motivated by cat health.
  • People-driven Company: we work hard but also deeply care about mental health and burnout.
  • Data-driven Culture: we do not make decisions without consulting the data.
  • Competitive Salary: make some $$$
  • Competitive benefits: Fully paid Health, Vision, Dental insurance options
  • Fully Remote Office and Culture: our team is located across all four US time zones.
  • Free Product: Free Cat Food every month.