About the Opportunity
The organization is seeking a Cat Concierge to join its Customer Experience team. In this full-time remote role based in the United States, the Cat Concierge serves as the primary voice of the brand, engaging with cat owners across various communication channels to deliver supportive customer interactions and build strong relationships.
Key Responsibilities
- Act as the primary touchpoint and brand voice for prospective and existing customers.
- Respond to inquiries, resolve requests, and engage with customers regarding products and services across email, SMS, phone, chat, social platforms, and other channels within defined quality and response time goals.
- Apply training and guidelines to evaluate customer situations and provide tailored, personalized responses.
- Introduce customers to new or alternative products and services when appropriate to enhance their experience.
- Identify and escalate issues across technology, operations, and marketing for investigation and resolution.
- Share customer feedback and daily interaction insights with internal project teams to inform customer-facing updates and proposals.
- Identify opportunities to enhance the customer journey through support, service improvements, internal processes, and tools.
- Learn and integrate new processes, technologies, and tools to support customer experience strategies and team performance.
Qualifications
- Impeccable verbal and written communication skills.
- Proven track record of high performance in a customer support or client-facing role within a fast-growing or startup environment.
- Empathetic, curious, energetic, self-motivated, and adaptable professional approach.
- Reliable team player with a proactive commitment to supporting colleagues.
- Availability to work a 40-hour workweek outside standard business hours, including weekends and holidays.
- Comfort and enthusiasm for working in an evolving, experimental, and fast-paced environment.
Schedule and Travel
- Location: Remote within the United States.
- Employment Type: Full time.
- Schedule: 40 hours per week, with required availability outside standard business hours, including weekends and holidays.
- Travel: Required travel 1 to 2 times per year for team and company-wide retreats.
Compensation and Benefits
- Competitive salary.
- Health coverage, including medical, dental, and vision insurance.
- Paid time off and paid holidays.