Customer Experience (CX) Associate (Remote in USA)
About The Position
PetLabCo. is looking for a skilled Customer Experience (CX) Associate to join our growing team and help customers solve real problems—quickly, clearly, and confidently. In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life. You’ll work directly with customers across social channels, marketplaces, reviews, chat, and text, taking ownership of issues and guiding customers to the right outcome. This position reports to a CX Team Lead and is a full-time, hourly position. 60% of your time will be dedicated to frontline work primarily across social channels -- Providing product information, diagnosing problems, explaining next steps, and helping customers move forward with confidence. 30% of your time will be spent monitoring and responding across multiple review platforms—addressing customer concerns, tracking trends, and working to make things right. You’ll craft thoughtful, empathetic responses that not only resolve individual issues, but also reflect our commitment to care and transparency for anyone viewing the review. 10% of your time will be team projects (as needed), continuous improvement, and goal-setting. There are weekly check-ins with your team lead focused on performance, learning, and growth.
Requirements
- 1-3 years 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/ticketing software.
Nice To Haves
- Working knowledge of Microsoft 365 is preferred.
- Experience working in a direct-to-consumer (DtC) environment is preferred.
Responsibilities
- Providing product information
- Diagnosing problems
- Explaining next steps
- Helping customers move forward with confidence
- Monitoring and responding across multiple review platforms
- Addressing customer concerns
- Tracking trends
- Working to make things right
- Crafting thoughtful, empathetic responses that not only resolve individual issues, but also reflect our commitment to care and transparency for anyone viewing the review
- Team projects (as needed)
- Continuous improvement
- Goal-setting
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
