Customer Service Associate

Wondercide • Round Rock, TX

40d • Hybrid

About The Position

Wondercide, founded 15 years ago, is a high-growth, digitally native consumer packaged goods company based in Austin, TX. They offer a plant-powered line of pest control solutions for pets, yards, homes, and families, with a strong online presence and expanding into physical retail. The company is vertically integrated, handling all operations in-house, fostering a collaborative, entrepreneurial, and KPI-driven environment. Their mission is to protect families from pests with safe, effective, plant-powered solutions, promoting well-being and long, healthy lives. They emphasize a 'Fierce Love®' for families and a commitment to supporting customers every step of the way.

This role, referred to internally as 'Customer Love Teammate,' is central to Wondercide's commitment to customer happiness. The associate will be the voice of the brand, providing expert support across phone, email, chat, SMS, and social channels. Responsibilities include assisting pet parents, supporting retail partners, and improving internal processes. The ideal candidate thrives in a fast-paced, mission-driven environment and enjoys making customers happy. The Customer Service Associate reports to the Customer Love Manager and is crucial in delivering world-class support, acting as both a customer support and product expert. This hands-on role contributes directly to customer happiness and process improvement, requiring a candidate who enjoys learning, problem-solving, taking ownership, and continuous improvement.

Requirements

• 2+ years of recent customer service experience.
• Passion for delivering outstanding customer experiences.
• Excellent communication skills in person, on the phone, and in email.
• High comfort with technology and learning new tools.
• Strong knowledge of correct grammar for communications across multiple platforms.
• Ability to make customers feel heard and cared for, solve problems, and diffuse frustrations.
• Willingness and ability to multitask, help across the entire company, and take on new challenges.

Nice To Haves

• Experience with Wondercide platforms including: Gorgias, Shopify, Amazon Seller Central, Junip, Google Suite, and ClickUp.
• Experience in consumer packaged goods, natural products, or the pet industry.
• Comfortable being live on social media for product demonstrations and answering customer questions.

Responsibilities

• Be a role model brand steward, immersing in the brand, values, mission, and products to embody the brand voice.
• Develop deep expertise in Wondercide products, label guidance, and best practices to educate, troubleshoot, and support customers.
• Act as a lead brand steward and advocate, demonstrating care for the company's reputation and customer affinity.
• Provide expert customer care by fielding inquiries and organizing responses across phone, email, live chat, and Amazon.
• Support Growth, Operations, and Accounting teams with tasks like shipping special orders, processing returns, and miscellaneous projects.
• Collaborate with cross-functional teams to resolve customer issues, improve internal processes, and share customer insights.
• Support customer, brand, and company events as a brand ambassador, assisting with setup, sales, and customer interaction.
• Provide social moderation as needed, responding to direct messages and comments.
• Support customer experience initiatives through documentation, process improvements, testing, and knowledge management.
• Manage tasks and projects to enhance department efficiency and impact, including SOP updates, dev testing support, and data optimizations.
• Support the continuous improvement of customer support tools, knowledge resources, and AI capabilities.

Benefits

• Work with a passionate, entrepreneurial team that will support you and help you succeed.
• Be a part of a powerful mission-forward culture.
• Plenty of learning and development opportunities.
• Work in a new, state-of-the-art facility.
• Enjoy a fully stocked kitchen.
• Paid holidays.
• PTO and (VTO) volunteer time off.
• Bring your dog to work!
• 100% of paid employee medical, vision, and dental coverage.

What This Job Offers

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