Customer Service Associate

Wondercide • Round Rock, TX

39d • Hybrid

About The Position

Wondercide is seeking a Customer Love Teammate (Customer Service Associate) to be the voice of the brand, ensuring customers receive expert support and care across phone, email, chat, SMS, and social channels. This role is pivotal in delivering world-class support and acting as both a trusted customer support expert and product expert. The ideal candidate will help customers confidently choose, use, and succeed with Wondercide products, contributing to customer happiness and improving support processes. This is a hands-on role for someone who enjoys learning, solving problems, taking ownership, and continuously improving the customer experience and internal operations.

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 to use tools that help the company run better and customers interact with us.
• Strong knowledge of correct grammar for communications across multiple platforms like email, chat, and phone conversations.
• Ability to make customers feel heard and cared for, help customers solve problems, and diffuse frustrations.
• Willingness and ability to multitask, help out 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 by immersing yourself in the Wondercide brand, values, mission, and products, and articulating these to embody the brand voice.
• Develop deep expertise in Wondercide products, label guidance, and best practices to confidently educate, troubleshoot, and support customers.
• Act as a lead brand steward and advocate with customers, demonstrating care for the company’s reputation and customer affinity for Wondercide.
• Provide expert customer care by fielding customer inquiries and organizing responses across phone, email, live chat, and Amazon.
• Support the Growth, Operations, and Accounting teams with tasks such as shipping special orders, processing returns, and assisting with miscellaneous project needs.
• Collaborate with cross-functional teams to resolve customer issues, improve internal processes, and share customer insights.
• Support various customer, brand, and company events by assisting with setup, selling products, speaking with customers, and acting as a brand ambassador.
• Support social moderation as needed, including responding to direct messages and comments from customers and prospects.
• Support customer experience initiatives through documentation, process improvements, testing, knowledge management, and other department projects.
• Manage various tasks and projects to help the department become more efficient and impactful, including quarterly Standard Operating Procedure updates, dev testing support, and data-related optimizations.
• Support the continuous improvement of customer support tools, knowledge resources, and AI capabilities.

Benefits

• 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