Customer Support, Petco Love Lost

Petco•Natick, MA

21h•Remote

About The Position

Petco Love Lost is a national lost and found pet network helping reunite pets with their families. Our platform connects pet owners, shelters, and Good Samaritans to bring lost pets home. To date, we've helped facilitate over 250,000 reunions and counting. We're looking for a detail-oriented, compassionate Customer Support Coordinator to help keep our platform running smoothly and our users supported. This role is critical to the day-to-day health of Petco Love Lost — you'll be monitoring user activity, responding to inquiries, flagging issues, and helping ensure a safe and trustworthy experience for pet owners across the country. This role requires availability on at least 1–2 weekend days.

Requirements

Strong attention to detail — a lot of this work involves catching things others might miss
Clear, professional written communication
Comfortable managing multiple ongoing tasks and queues independently
Follows established processes carefully, especially in sensitive situations
Reliable and self-directed; able to stay on top of recurring responsibilities without heavy supervision
A genuine care for animals and the people who love them

Nice To Haves

Experience in animal welfare is a plus, but not required

Responsibilities

Monitor incoming user messages and support tickets, responding promptly and escalating issues as needed.
Keep a close eye on platform health — flagging data issues, reviewing user accounts, and playing an active role in maintaining a safe and trustworthy experience for every user on the platform.
Manage ongoing text and email communications with users, keeping interactions organized and documented.
Check in on open issues with our product and engineering teams, tracking progress and helping prioritize what needs attention.
Assist with creating content and assets to support platform operations.