Job Description:
Fully remote customer experience role at Smalls, the human-grade cat food brand, supporting cat parents by email, SMS, phone, chat, and social. Needs a track record in a support or client-facing role. Pays $30.88/hour plus equity.
About the Role
Smalls is hiring a Cat Concierge for its Customer Experience team. You will be the voice of the brand for prospective and existing customers, answering questions and solving problems so that being a cat parent is joyful and easy. The whole team is fully remote across the US.
What You Will Do
- Act as the main touchpoint for prospective and existing customers across email, SMS, phone, chat, and social platforms
- Answer inquiries and handle requests accurately within promised quality and response times
- Give personalized responses and introduce customers to products that fit their cats
- Identify and escalate tech, operations, and marketing issues reported by customers
- Share customer feedback with internal teams to improve the experience
What You Need
- Excellent verbal and written communication
- A track record of high performance in a support or client-facing role, ideally at a startup
- Empathy, curiosity, energy, and adaptability
- Availability outside a standard 9-to-5, including weekends and holidays (40 hours a week)
- Willingness to travel 1-2 times a year for company and team retreats
Location & Pay
Fully remote in the United States. Pay $30.88 per hour plus equity. Benefits include fully paid health, vision, and dental insurance, 24 PTO days plus paid holidays, and free cat food every month.