Customer Care Associate

Sundays for Dogs • Highland Heights, OH

1d • Hybrid

About The Position

The Sundays Customer Care Team is comprised of 21 passionate individuals who all report up to the Director of Customer Care. Our team owns inbound customer communications across several channels, dedicated to supporting both the dogs and the dog parents who choose Sundays out of a deep commitment to their pet's health. The Customer Care Associate will support inbound customer communications across voice, email, text, and chat channels. This role will own the customer conversation through to completion, troubleshooting and resolving account, subscription, and order issues to ensure a seamless experience. This role values individuals who display empathetic problem-solving, take full ownership of resolutions, and demonstrate a willingness to both collaborate interpersonally and support continuous process improvement.
This position reports directly to the Customer Care Manager of Performance and Operations. This is a cross-functional role that includes collaboration between departments, such as Engineering and Product teams.

Requirements

• Customer Service Experience: 2+ years in a customer-facing role—call center, e-commerce, retail, or hospitality—especially within a subscription-based business is a plus.
• Flexible Availability: This role requires the ability to work a mid-shift, starting around 10 to 11AM EST, as well as weekend availability.
• Clear Communicator: Strong verbal and written communication skills, with the ability to simplify complex subscription details and policies.
• Calm Under Pressure: Patience and empathy in challenging situations, with the ability to de-escalate and find solutions quickly.
• Tech-Savvy: Proficient with CRM platforms (like Dixa, Zendesk, Gorgias, or Salesforce), help desk tools, and subscription management systems.
• Problem Solver: Sharp attention to detail, proactive thinking, and a strong sense of ownership when it comes to solving customer issues.
• Organized Multitasker: Able to balance a high volume of tickets or calls while maintaining top-tier quality and accuracy.

Responsibilities

• Delight and Support Pup Parents: Provide timely, empathetic, and knowledgeable support through phone, SMS, chat, and email, ensuring a seamless experience at every touchpoint.
• Resolve with Purpose: Assist customers with a wide range of inquiries including product details, subscription management, delivery updates, account troubleshooting, and billing concerns.
• Champion Subscription Success: Actively help customers manage their recurring orders — adjusting delivery dates, modifying subscriptions, explaining billing cycles, and more to reduce churn and boost retention.
• Act as a Brand Ambassador: Deliver a "best-in-show" experience by accurately resolving issues while embodying the tone, values, and customer-first approach of our brand.
• Document and Collaborate: Maintain thorough, accurate notes in our CRM to ensure smooth handoffs and visibility across the team, and share customer feedback to influence product and service improvements.
• Stay Product-Savvy: Keep current on our evolving policies, promotions, and subscription features to provide informed and proactive guidance.
• Crush Your Metrics: Consistently meet or exceed performance goals, including quality assurance (QA), customer satisfaction (CSAT), conversations per hour, and attendance expectations.

Benefits

• Equity program – a chance to own part of the company!
• 401k plan with employer match – invest in your future.
• Competitive Medical, Dental, Vision plans – company covers 80%.
• Sundays subscription for your pup! – because we care about your furry friends.
• Parental leave & PAWrental leave – support for growing families, both human and pet.
• Discounted pet insurance – keep your pets happy and healthy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed