PetLab Co. is looking for a Customer Experience (CX) Associate to be the voice of our trusted brand, helping pet parents solve problems quickly, clearly, and confidently. You'll work directly with customers across multiple channels, taking ownership of issues and guiding them to the right outcome.
What You'll Do
- Work directly with customers across phone, email, chat, and text.
- Take ownership of customer issues and guide them to the right outcome.
- Help concerned pet parents navigate product quality issues or unexpected responses their pets may experience.
- Diagnose problems, explain next steps, and help customers move forward with confidence.
- Dedicate 90% of your time to frontline work across channels.
- Dedicate 10% of your time to team projects, continuous improvement, and goal-setting.
What We're Looking For
- 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.
Nice to Have
- Working knowledge of Microsoft 365.
- Experience working in a direct-to-consumer (DtC) environment.
Technical Stack
- Microsoft 365
Team & Environment
Reports to a CX Team Lead.
Benefits & Compensation
- Compensation: $18.00/hour
- 20 days PTO plus company holidays
- Company Bonus
- Medical, Vision and Dental Insurance
- Short-Term and Long-term disability Insurance
- Life Insurance
- 401K
- Work Remote
- Monthly Internet Stipend
Work Mode
This is a remote role open to candidates located within the USA.
PetLabCo. is an equal-opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds.
