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.