Customer Care Associate - Dog Care

Calling all dog lovers, we have a fun job for you!

Job Description 

Our client enables dog parents not to have to choose between quality and convenience when seeking the world’s best dog food. We’re looking for someone who’s upbeat, compassionate, and great at getting things done—while still making people (and pups!) feel genuinely cared for. You’ve got a love for dogs and a knack for clear, friendly communication. If you’re someone who can juggle tasks, solve problems, and make customers feel like they’re in the best hands, we’d love to hear from you! 

What You’ll Do:

• Delight and Support Pup Parents: Provide timely, empathetic, and knowledgeable support through phone, SMS, chat, and email, ensuring a seamless experience at every touchpoint. 

• Resolve with Purpose: Assist customers with a wide range of inquiries including product details, subscription management, delivery updates, account troubleshooting, and billing concerns. 

• Champion Subscription Success: Actively help customers manage their recurring orders — adjusting delivery dates, modifying subscriptions, explaining billing cycles, and more to reduce churn and boost retention. 

• Act as a Brand Ambassador: Deliver a "best-in-show" experience by accurately resolving issues while embodying the tone, values, and customer-first approach of our brand. 

• Document and Collaborate: Maintain thorough, accurate notes in our CRM to ensure smooth handoffs and visibility across the team, and share customer feedback to influence product and service improvements. 

• Stay Product-Savvy: Keep current on our evolving policies, promotions, and subscription features to provide informed and proactive guidance. 

• Crush Your Metrics: Consistently meet or exceed performance goals, including first conversations per hour, customer satisfaction (CSAT), and quality assurance. 

What You Bring to the Pack :

• Customer Service Experience: 2+ years in a customer-facing role—call center, e-commerce, retail, or hospitality—especially within a subscription-based business is a plus. 

• Educational Qualification: High school diploma and minimum 3 CXC or City & Guild passes 

• Clear Communicator: Strong verbal and written communication skills, with the ability to simplify complex subscription details and policies. 

• Calm Under Pressure: Patience and empathy in challenging situations, with the ability to de-escalate and find solutions quickly. 

• Tech-Savvy: Proficient with CRM platforms (like Dixa, Zendesk, Gorgias, or Salesforce), help desk tools, and subscription management systems. 

• Problem Solver: Sharp attention to detail, proactive thinking, and a strong sense of ownership when it comes to solving customer issues. 

• Organized Multitasker: Able to balance a high volume of tickets or calls while maintaining top-tier quality and accuracy. 

• Dog Lover: A genuine enthusiasm for dogs and their wellbeing—this isn’t just a job, it’s a passion.