Customer Support Representative

Embark Veterinary • Boston, MA

244d • $50,000 - $60,000

About The Position

As the Customer Support Representative, you'll be the frontline connection between Embark and our customers. You'll respond to inquiries related to our products, canine genetic results, and help troubleshoot and resolve issues with professionalism and care. You'll ensure that every customer interaction reflects our brand values and passion for dogs.

Requirements

• 1-2 years of experience in a customer support role, preferably in a startup or science/technology environment.
• Experience using CRM software, preferably Zendesk.
• Strong interpersonal and communication skills, with a passion for delivering a great customer experience.
• Ability to translate technical information into clear, easy to understand language.
• Comfortable working in a fast-paced, evolving environment.

Nice To Haves

• Experience working with dogs or in pet care is a plus!
• A genuine love for dogs!

Responsibilities

• Respond to customer inquiries related to our products, our process, and dog genetics, including customer results.
• Document customer interactions and feedback accurately and thoroughly, as well as action taken using our CRM (Zendesk).
• Troubleshoot customer concerns efficiently and effectively, this could include issues related to testing kits, results delivery, and other general product questions.
• Collaborate with internal teams (science, product, marketing, engineering) to resolve issues and surface common questions or trends.
• Identify issues that need additional attention and escalate as needed.
• Meet metrics related to response time, customer satisfaction, and performance.
• Maintain a strong understanding of our products and stay informed on basic genetics concepts.
• Represent Embark in a professional and respectful manner.

Benefits

• Flexible vacation policy - take the time you need, when you need it.
• Paid parental leave - plus paw-ternity leave for new pet parents!
• Every other Friday off in the summer - enjoy those long weekends.
• Subsidized pet insurance - because our pets are family.
• Big-company benefits with a startup feel - including a 401k match, generous bonus structure, commuter benefits, and premium healthcare.
• Competitive salaries and stock options - be an owner in what we're building.
• New MacBook Pros or Windows devices - the tools you need to succeed.
• Continuing education support - conferences, learning resources, and career growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services