Customer Experience Specialist

Job Summary

Focusing on delivering exceptional customer interactions, the full-time Customer Experience Specialist will manage inbound and outbound communications while advocating for improvements to enhance customer satisfaction in a remote environment.

Key responsibilities:

• Deliver personalized interactions through phone, SMS, email, and chat, building strong rapport with customers
• Become an expert in products and services to provide effective support and solutions
• Share customer insights with colleagues to advocate for service improvements and streamline processes

Required qualifications:

• A minimum of 1 year of experience in a contact or call center, preferably with D2C subscription businesses or in the pet industry
• Excellent written and verbal communication skills with comfort in engaging customers over the phone
• Strong rapport-building skills and proven ability to de-escalate customer issues
• Resilience and a positive attitude to thrive in a fast-paced environment
• Passion for customer service as a growth driver and brand differentiator; dog lovers are a plus